Uber COE Team Lead - Incubations 

United States, West Virginia 

246445274

What You'll Do

• Lead, motivate, and develop high-performing teams of Customer Support Representatives (CSRs) within a time-sensitive and demanding environment to deliver on operational key performance indicators (KPIs).
• Stay present and available for your team (10 to 15 representatives); this includes covering the floor, answering questions, hosting at least a monthly 1-on-1 meetings, and providing real-time feedback.
• Instruct CSRs and cultivate performance to serve our communities.
• Audit your team’s performance together with QA, L&D, and Analytics teams 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.
• Identify trending issues and guide CSRs do the same in their daily work.

Basic Qualifications

• Exceptional written and verbal communication skills.
• Results orientation skills.
• Motivational skills.
• Leadership, administrative and coaching skills.
• Optimistic leadership.
• Positive Can-Do Attitude.

Minimum Requirements

• English level B2 or above.
• At least 6 months of people management experience in customer support.
• Schedule flexibility for a 24/7 environment.
• Strong background in leading a Team of high-performing individuals.

Preferred Qualifications

1. Bachelor's degree or college experience preferred.

* 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 .