COE Team Lead I

Uber

2 - 7 years

4 - 9 Lacs

hyderabad

Posted:-1 days ago| Platform:

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Skills Required

partner management analytical skills training qa basic social media advocate customer experience analytics sql

Work Mode

Work from Office

Job Type

Full Time

Job Description

Lead and develop a team of 10-15 Community Operations Specialists (COS), responsible for their overall performance
Carry out supervisory responsibilities in a 24/7 operations set-up helping COSs meet their targets; Focus on management of SLA metrics, Quality and Customer experience
Work with cross functional teams (Quality, Training), developing and implementing QA/ Training programs to improve the quality and productivity of the team
Dive deep into the numbers and make data-driven process improvements; Work closely with Analytics team in unearthing trends
Be the source of knowledge to train, educate, and answer questions from COSs or other stakeholders
Independently execute ad-hoc projects or run experiments, ensuring complete adherence from the team and share clear, actionable insights back with the stakeholders
Analyze the performance of your teams, identify trends and provide constructive feedback to individuals on a consistent basis

Basic Qualifications ----

2+ years of experience
Strong People and Partner leadership skills
Graduate

Preferred Qualifications ----

Drive Strong performance across all efficiency and quality important metrics for your team Experience in mentoring new hires and coordinating their onboarding is preferred
Solid understanding of team metrics and an analytical bent of mind to identify trends in data and work on the same
Since SoRT replies on social media, command of the English language is quintessential, verbal and written.
Social Media process knowledge would be an added advantage
Expertise to look for opportunities to engage better on the platform and develop delighters
Strong analytical skills in identifying trends in data and working on the same, strong Google Sheets skills, and SQL would be an added advantage
A validated authority in carrying out policy changes/support logic
Positive influencer and strong Uber culture advocate
Is a role model to the team and recognized as an SME for their LOB
Validated ability to provide high-level support for issues
Recognize opportunities in the process and suggest solutions/improvements
Understanding of partner management and experience of the same is preferred
Open to working in 24X7 support, understands the need for continuous coverage, and is able to empower their team to do the same
Comfortable with working directly with various levels of leadership
Strong time leadership skills
Strong communication skills
Ability to quickly adapt to change
Ability to pick up on trends and provide insight

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