Service Team Lead Ii - Chicago, United States - Uber

Uber

Verified Company

Chicago, United States

2 weeks ago

Posted by:

Mark Lane

beBee recruiter

Description

About the Role
As part of the Community Operations, the Senior Team Lead of US&C Service Quality will work with a complementary team of partners to stay close to business priorities and help support the outstanding support to our customers

The Sr.

Team Lead is a strong people leader and a structured problem solver who has a love for process efficiency, and continuous improvement.

The Sr. Team Lead must thrive in working with cross-functional teams at all levels inspiring changes and driving accountability. You will need to be deadline driven and comfortable communicating with a number of partners. At the core of it, you understand people and are able to empower teams to get results.

What You'll Do

Manage team performance and to drive results
Lead, coach, mentor, and empower employees
Partner with Recruiting team on hiring
Address and resolve critical issues
Maintain collaborator relationships
Drive accountability on policies and other guidelines
Support project work and improvements to processes
Partner with leadership team to operationalize and implement policies
Be responsible for audits or investigations and make recommendations to relevant clients
Manage data and root cause analysis, recommending corrective and preventive measures
Present trends, insights, defects, and improvements to business leaders at an audit level or in calibration meetings

Basic Qualifications:

Some experience in retail, hospitality, or customer service inperson or contact center environment
FOR INTERNALS: At least 1 year of informal leadership or SME experience //

FOR EXTERNALS:
At least 1 year of people management experience

Basic project management skills
Proficiency in Google Suite
More than 6 months of experience in one of the following: service quality assurance, compliance, banking, insurance, fraud, consulting or regulated area
Experience in data analytics, SQL, and web query skills
Experience presenting information and facilitating meetings

Preferred Qualifications:

At least 2 years of experience in Operations (Safety, fraud, customer experience, or risk experience preferred), Quality Assurance or Call Center Operations Experience
Demonstrated leadership skills with a track record in hiring, developing and retaining successful talent
Shown experience leading crossfunctional projects and senior stakeholders, powered by datadriven insights
Ability to use strong analytical, data analysis, and leadership skills to quantify problems and drive solutions
Mid-Advance Excel/Google Sheets skills
Technical skills: Solid Understanding of Data Analysis and Data visualization, R, SQL, Python, or other scripting languages, Six Sigma yellow or green belt
Has worked in a startup, building out new processes

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Detail Oriented

Shown ability to multitask and follow through while paying strict attention to detail

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Strategic

Sharp analytical and project management skills. You also have strong communication skills, including the ability to listen optimally, confidently and diplomatically express opinions, and present effectively to varied audiences

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Creative Problem Solver:

You thrive in ambiguous situations and are able provide structure to unique and new challenges

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A Teammate

You collaborate internally or across functional/regional areas to get the best possible outcome for Content

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An Owner

You get things done. You are driven and deeply committed to taking Uber support to the next level and rise to the occasion to solve problems, big and small. You have the initiative to solve problems on your own

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A Partner Manager

Ability to absorb and empathize with all partners. Understand each of their primary goals/motives to ensure that these are considered and communicated effectively

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Positive