About the Role
The Community Operations organization at Uber is responsible for delivering world-class customer support to riders, drivers, eaters, and couriers, and Uber's Centers of Excellence (COEs) are contact management centers dedicated to making that happen 24/7. Our Team Leads are focused on empowering and investing in the continued success of our agents by providing resources and coaching that will build the next wave of leaders at Uber. Team Leads provide and receive feedback, coach and develop employees, as well as manage teams to ensure our customers are well taken care of while managing the team's performance metrics.
What You'll Do
- Manage team performance and drive results, guide adherence to policies
- Lead, coach, mentor, and motivate employees
- Partner with Recruiting team on hiring
- Lead improvements on support logic and processes
- Address and resolve escalations or further escalate
- Maintain stakeholder relationships
- Drive accountability on policies and other guidelines
- Execute root causes analysis action plans from escalations and agent's performance
- Leverage audit results from Service Quality members and guide towards progressive improvements; identify opportunities for additional training & development
- Complete administrative and HR related tasks for team
- Partner with leadership team within the COE to make local decisions related to operationalizing policies and execute end to end
- Maintain stakeholder relationships
- Manage other people leaders
- Leverage audit results from Service Quality members and guide towards progressive improvements; identify opportunities for additional training & development
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Basic Qualifications
- Some experience in retail, hospitality, or customer service in-person or contact center environment
- FOR INTERNALS: At least 2 year of informal leadership or SME experience
- FOR EXTERNALS: At least 2 year of people management experience
- Basic project management skills
- Proficiency in Google Suite
Preferred Qualifications
- Experience managing people in customer support, or service industry, or other high-volume production environment
- Strong Stakeholder Management experience
For Chicago, IL-based roles: The base hourly rate amount for this role is USD$30.50 per hour.
You will be eligible to participate in Uber's bonus program, and may be offered other types of comp. You will also be eligible for various benefits. More details can be found at the following link https://www.uber.com/careers/benefits.
Uber is proud to be an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you have a disability or special need that requires accommodation, please let us know by completing this form.
Offices continue to be central to collaboration and Uber's cultural identity. Unless formally approved to work fully remotely, Uber expects employees to spend at least half of their work time in their assigned office. For certain roles, such as those based at green-light hubs, employees are expected to be in-office for 100% of their time. Please speak with your recruiter to better understand in-office expectations for this role.