subject matter expert - anz f unnelUber

This role will mainly handle consults and critical issues as they are expected to be the subject matter specialists in the LOB, with knowledge on handling issues/situations that do not have existing logic. Updating state or regional logic is also one of the main tasks, until such time that this deliverable gets centralized into the CSD team.
About the Team
The Funnel team is a phone and in-app customer support line that looks after driver and delivery people's concerns.
We handle raised issues coming from the Tier 1 team via messaging and phone modalities. We also work on edge cases that may require new or revised logic. Aspiring leaders who are up for a challenge will definitely thrive in this multifaceted, ever-changing team.
What You Will Do
Promote and encourage team building and a positive work environment.
Act as the primary go-to person in the team for policy and process questions.
Drive process improvement and alignment by proactively flagging gaps and actively participating in crafting appropriate action plans.
Drive the compliance to established processes and policies and help leads in ensuring all team members are fully aware of key changes and updates.
Work with RTA, WFM, and Leads to drive efficiency by proactively flagging aux gaps, schedule adherence violations, etc
Log-in to phone/messaging support on critical volume/inflow hours/days
Resolve contacts with issues or file partner concerns in C360 or JIRA
Upon the absence of leads, closely monitor the team; productivity, attendance, and entire team's performance.
Stay updated on all product updates and raise unresolved questions with the Stakeholders.
Daily/weekly huddles with co-SMEs on common errors, FAQs, and standard methodologies.
Sync as needed with QAs and Leads to understand the support needed for performance gaps at a COS level on knowledge and policies.
Join, participate, or lead cadence meetings, WBRs, learning sessions with internal clients and support partners.
Update and draft state or regional logic in Salesforce
What You'll Need
Proven track record in providing detailed support for critical issues and be the go-to person for any policy-related concerns
Proactively take initiatives/ suggest improvements and work closely with the TLs in executing projects
Experience in training new hires, floor walk, and set them up for success when they start production
Outstanding verbal and written skills
Proven ability to work in a fast-paced team setting
Bonus Points:
Passion for data analysis and the ability to drive defect reduction, process improvement, and tool enhancements a plus
Strong analytical skills in identifying trends and insights. Working knowledge of Google sheets preferred
At Uber, we ignite opportunity by setting the world in motion. We take on big problems to help drivers, riders, delivery partners, and eaters get moving in more than 10,000 cities around the world.
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

Taguig City, Metro Manila
Permanent
Full-time