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Team Lead

Company: Uber
Location: Elgin
Posted on: March 17, 2019

Job Description:

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 600 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.

About the Role

At Uber, providing the highest quality support in the smartest, most efficient way is a core feature of our product experience. We invest in this mission and are looking for a Team Lead to develop and lead various support efforts within our Chicago Center of Excellence (COE). Community Operations is pioneering how Uber manages support for our community of rider and driver partner around the globe. Uber COEs are contact management centers dedicated to providing world-class customer support to riders and drivers. Uber relies on the COEs to provide support for our community's toughest issues types, and provides an environment to pilot support for new products or test new support modalities or processes.

This will be a managerial role with a focus on people management and continuous process improvement. Those interested should be excited to demonstrate those skills and be eager to lead a team of equally motivated team members. Uber does not provide visa sponsorship and/or relocation support for this role.

What You'll Do


  • Lead, motivate, and develop high performing teams of Customer Support Representatives (CSRs) within a time-sensitive environment to deliver on operational key performance indicators (KPIs)
  • Stay present and available for your team; this includes covering the floor, answering questions, hosting weekly 1-on-1 meetings, and providing real-time feedback
  • Coach CSRs and drive performance to serve our rider and driver communities
  • Audit your team's performance with weekly audits and guide towards progressive improvements; identify opportunities for additional training & development
  • Guide enforcement of policies, including attendance; create and distribute reports to COE management, provide Senior Leadership with daily snapshots of team's performance; escalate issues to Senior Leadership as necessary
  • Act as a Subject Matter Expert (SME). Identify trending issues and guide CSRs do the same in their daily work

    What You'll Need

    • Associate's degree in Business, Communications, English or equivalent
    • 2 years of leadership experience in service, customer support, manufacturing or distribution in a high-volume work environment
    • Maintain a positive, can-do attitude and encourage others to do the same
    • Exceptional written and verbal communication skills with ability to clearly communicate and present information to stakeholders at all levels of the business
    • Excellent interpersonal skills and ability to establish trust and effective working relationships with others on an external and internal basis.
    • Effective time-management and organizational habits
    • Willingness to work weekends, occasional holidays, and outside a standard 8 to 5 shift schedule

      Bonus Points if

      • Bachelor's degree
      • Experience coaching through KPIs

        Keywords: Uber, Elgin , Team Lead, Other , Elgin, Illinois

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