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). BPOs are Contact Centers with hundreds of ext agents dedicated to providing world-class support for Uber's consumers, earners and merchants.
As a VM Specialist for Sales Operations, you will work along with the BPO sites that support Sales operations, doing performance management routines, implementing Action Plans for metrics improvement and deploying tactical projects in collaboration with stakeholders from different teams. These BPO sites support Sales operations for acquisition of new users within our Uber App, like: Restaurants, Retailers, Drugstores and Merchants in general; assisting them to sign up on our platform, with interactions throughout different channels such as phone, chat or email.
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We're looking for someone with deep expertise in Sales operations at Contact Centers, also passionate about good customer experience, to ensure having a state-of-art operation in our BPO sites.
What You'll Do
- Implement and lead control mechanisms of Performance Management for the Sales Operations in our BPO network.
- Coordinate the implementation of Action Plans with our BPO sites, in order to improve performance metrics.
- Bring insights from the BPO sites to be shared with our internal stakeholders.
- Support the implementation of tactical projects in our BPO sites, for performance improvement or to support the launch of new operations.
What You'll Need
- Two years of people management experience in Contact Centers (COE, BPO, GL, or equivalents), ideally managing Sales operations.
- Knowledge about Performance Monitoring frameworks for Sales Operations.
- Experience implementing Action Plans in Contact Centers (or equivalents) for Sales Operations.
- 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
- Processes and procedures knowledge.
- Google suite basic proficiency.
- KPI 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.