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Service Team Lead I [QC]

Uber

Uber

Hyderabad, Telangana, India
Posted on Friday, September 8, 2023
About Uber!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 TeamThe US&C CAS Team caters Critical Advance Support concerns and situations that are crucial issues from our BPOs for certain contacts and situations. The team is composed of very strong willed individuals, handling different niche LOBs and projects that manages the safety and wellbeing of our customers in the US & Canada.As a CAS Team Lead, you will be handling a group of 15-20 diverse individuals that may utilise different modalities to ensure that we do the right thing in each transaction that is within the legal bounds of our protocols. What The Candidate Will Need / Bonus Points
  • What the Candidate Will Need--—
  • Proficiency in MS and Google Applications
  • Communication: Proficiency, Pronunciation, Active Listening, Spoken English / Understanding, Vocabulary and Grammar
  • Change Management: Flexible and adaptable to handle changes of the business
  • Conflict Management: Knows how to handle internal and external conflicts with ensuring that they still remain professional
  • Basic Project Management Skills
  • People Management
  • Stakeholder Management
What You’ll DoManage performance and get results: Analyze, strategize, implement action items and empower 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 empower people: 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 partner relationships: 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: 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: Review, manage and proactively suggest improvements to current policies and processes to ultimately win our employees, customers and partners over.People Management Skills: 2 years of experience. Proven ability to coach, mentor and lead people by embodying optimistic leadership. Should also be able to plan for development opportunities for team members.Project Management: Should have basic understanding of Queue mitigation concepts such as Out of Office Shrink and predicting output based on TPH. Should display deductive thinking and be familiar with concepts such as “Pareto thinking”.Partner Management: Can facilitate, drive meetings with partners and stay on top of new information to pass along to the team; can communicate the “why” behind information.
  • Basic Qualification--—
People Management Skills: 2 years of experience. Proven ability to coach, mentor and lead people by embodying optimistic leadership. Should also be able to plan for development opportunities for team members.Project Management: Should have basic understanding of Queue mitigation concepts such as Out of Office Shrink and predicting output based on TPH. Should display deductive thinking and be familiar with concepts such as “Pareto thinking”.Partner Management: Can facilitate, drive meetings with partners and stay on top of new information to pass along to the team; can communicate the “why” behind information.Uber is proud to be an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you have a disability or special need that requires accommodation, please let us know by completing this form.Offices continue to be central to collaboration and Uber’s cultural identity. Unless formally approved to work fully remotely, Uber expects employees to spend at least half of their work time in their assigned office. For certain roles, such as those based at green-light hubs, employees are expected to be in-office for 100% of their time. Please speak with your recruiter to better understand in-office expectations for this role.