About the Role
The Vendor Management (VM) team manages the day-to-day operational delivery in our BPO network, under the Global Support Operations (GSO) organization. BPOs are Contact Centers with hundreds of ext agents dedicated to provide world-class support for Uber's consumers, earners and merchants.
As a VM Specialist, you will be focused on monitoring the performance of our BPO sites, implement Action Plans to improve performance metrics and work on the deployment of tactical projects, in collaboration with Stakeholders from different CommOps teams. The BPO sites may have operations for various verticals that support our Uber customers: riders, drivers, eaters, shoppers, couriers, merchants, and they may be served through multiple delivery channels such as email, chat or voice.
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We're looking for someone passionate about customer service processes, who can use expertise in the implementation of performance management routines and deployment of tactical projects, to have a state-of-art operation in our BPO sites.
What You'll Do
- Coordinate the implementation of Action Plans with our BPO sites, in order to improve performance metrics.
- Implement and lead control mechanisms to monitor performance of the different LOBs operating in our BPO network.
- Bring insights from the BPO sites to be shared with our CommOps Stakeholders.
- Support the implementation of tactical projects in our BPO sites, for performance improvement or to support the launch of new operations.
What You Need
- 2+ years of people management experience in Contact Centers (COE, BPO, GL, or equivalents).
- Knowledge about Performance Monitoring frameworks or tools.
- Experience implementing Action Plans in Contact Centers or equivalents.
- English level B2 or above: proficiency to have business conversations with Stakeholders.
- Exceptional written and verbal communication skills
- Results orientation skills.
- Motivational and Optimistic leadership.
Preferred Qualifications
- Bachelor's degree.
- Google suite proficiency.
- KPI knowledge (for Contact Centers).
- Processes and procedures knowledge.
- WFM understanding.
We welcome people from all backgrounds who seek the opportunity to help build a future where everyone and everything can move independently. If you have the curiosity, passion, and collaborative spirit, work with us, and let's move the world forward, together.
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.
*Accommodations may be available based on religious and/or medical conditions, or as required by applicable law. To request an accommodation, please reach out to accommodations@uber.com.