coe Team Leader - outreach innovation (clark)Uber

As a Team Leader in the Center of Excellence (COE), you will be responsible for the:
Overall KPI management of a team of Community Operations Specialists
Professional development, growth and coaching of Community Operations Specialists
Stakeholder relationship management for the line of business you will support
What the Candidate Will Do:
Team Leaders are skilled people managers with a dedication to drive continuous process improvement and a passion to develop others. They directly manage and motivate a team of Community Operations Specialists who are responsible for providing the highest quality care in the smartest, most efficient way possible. Community Operations Specialists are at the forefront of our business, answering our community's questions and tending to their needs. As a Team Leader, you are expected to:
Manage performance and drive results: You will analyze, strategize, implement action items and motivate your team to meet and exceed targets on quality, efficiency/productivity, customer and costs, if applicable. You will also collaborate with other internal or external support teams critical to delivering results.
Lead, coach, mentor and motivate people: You will coach your team members, develop your own people, guide them and work with them to achieve their full potential. You will lead by example, resolving the toughest of issues from customers and ensuring that your team constantly performs at a high level.
Build and maintain stakeholder relationships: You will interact and collaborate with teams from the different regions and cities we support, constantly improving our level of service to customers through exceeding agreed service levels.
Drive accountability on policies, house rules and other guidelines: You will reinforce compliance to company policies such as house rules, attendance policy and PIP guidelines. You will ensure that you and your team members do the right thing each time even if it means doing the difficult things.
Lead improvements on support logic and processes: You will review, manage and proactively suggest enhancements to current policies and processes to ultimately win our employees, customers and stakeholders over.
Be a subject matter expert (SME) in the LOB: You will identify trending issues and guide CSRs do the same in their daily work. You will provide support to your team by being present and approachable on the floor, answering questions, hosting weekly 1-on-1 and team meetings, and providing real-time feedback as needed
Basic Qualifications
For Internal Candidates:
Must be a regular employee of Uber for at least 1 year
Must have passing performance scorecard for the past 3 months
Must not be currently enrolled in any performance improvement plan
Must not have any active disciplinary action on record upon application
Must be willing to work on holidays and shifting schedules
Must be willing to work onsite primarily in the Clark COE
For External Candidates:
Must have at least 2 years experience in a people manager role
Must be willing to work on holidays and shifting schedules
Must be willing to work onsite primarily in the Clark COE
Other Qualifications:
Outstanding written and verbal communication skills
Exceptional interpersonal skills
Strong organizational and time management skills
Expertise in Google Suite applications
Experience in Operational KPI and SLA management
Background in data driven root cause analysis and SMART action planning
Background in Quality Evaluation / Audits
At Uber, we reimagine the way the world moves for the better. The idea was born on a snowy night in Paris in 2008, and ever since then, our DNA of reimagination and reinvention carries on. We've grown into a global platform moving people and things in ever-expanding ways, taking on big problems to help drivers, riders, delivery partners, and eaters make movement happen at the push of a button for everyone, everywhere.
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.
Uber

Mabalacat, Pampanga
Permanent
Full-time