German UBEReats Team Lead, Lisbon Coe

Há 1 mês


Lisboa, Portugal Uber Tempo inteiro

**About the Role**
***

**What You'll Do**
- Lead performance and get results: You will 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: As an early leader of a rapidly growing team, you will mentor, 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: You will interact and collaborate with teams from the different functions and cities we support, constantly improving our level of service to customers through exceeding on agreed service levels.
- Drive accountability on policies, house rules and other guidelines: You will reinforce compliance to company policies such as house rules, attendance policy and PIP guidelines. You will ensure that you do the right thing each time even if it means doing the difficult things.
- Lead improvements on support logic and processes: You will review, handle and lead improvements to current policies and processes to ultimately win our employees, customers and partners over.
- Partner management for the line of business you will support.

**What You'll Need**
- Experience in leading and developing teams, preferably in a contact center environment.
- German speaker & Good knowledge of English (written and spoken)
- High proficiency using computers (typing, quickly navigating between various tools)
- Exceptional communication skills. Your communication style is flexible to the situation. From communicating updates to your team, to discussing metrics with key partners, or making pitches to management, you communicate clearly and with a purpose.
- Exceptional reading comprehension and writing skills. Must be able to connect what users are asking for with answers to their true issues.
- Incredible emotional intelligence and understanding of both final users and partners alike. You will be an excellent advocate for Uber's users and are passionate about the community experience.
- Passion for helping others and creating support experiences that exceed users' expectations.
- Ability to troubleshoot problems and find speedy resolutions.
- Skilled at handling multiple issues at once to efficiently solve a large number of inquiries.
- Must work well in a team environment, contributing to a synergistic work environment where people learn from one another and continuously improve processes on behalf of users.



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