Team Lead, Uber Freight - Krakow

Employer: UBER
Domain:
  • Customer Support - Client Service
  • Import - Export
  • Job type: full-time
    Job level: 1 - 5 years of experience
    Location:
  • Abroad
  • Updated at: 17.10.2019
    Short company description

    Uber is a technology company. We make a smartphone app that provides users with an on-demand, private car service that takes them safely and smoothly to where they need to go, in dozens of countries and hundreds of cities around the world - at the push of a button.

    Requirements

    What You'll Need

    Good knowledge of English (written and spoken)
    2+ years of experience in the logistics industry
    Experience in leading and managing teams - minimum of one year
    Proven ability to manage effectively, set team goals, develop people to their highest levels of performance, and guide through challenging situations
    Exceptional communication skills. Your communication style is flexible to the situation. From communicating updates to your team, to discussing metrics with key stakeholders, or presenting to management, you communicate clearly and with a purpose.
    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
    Motivational skills - your team depends on you to inspire them to reach their full potential.
    Leading by example - maintain a positive, can-do attitude and encourage others to do the same
    Comfortable delivering tough feedback - you'll need to tune into CSRs' performance, give reinforcing feedback where necessary, and offer critical feedback for growth opportunities as they arise
    Optimistic leadership - you have an enthusiastic attitude and are passionate about making magic for our communities. You view every support interaction as a chance to impact our driver partners in a positive way
    Bonus Points If

    Experience in service, customer support, logistics industry, manufacturing or distribution in a high-volume and extremely fast-paced environment
    Past experience leading and managing diverse teams of individuals, such as a Dispatcher

    Responsibilities

    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 representatives); 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 carrier and shipper communities
    Audit your team's performance with weekly audits and coach towards progressive improvements; identify opportunities for additional training development
    Manage enforcement of policies, including attendance; create and distribute reports to Freight 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 head-on and guide CSRs do the same in their daily work