About the Role
The Team Lead will have to manage a team of 10-15 CSRs and help them be successful by ensuring behavioral based coaching and feedback mechanisms, with a focus on customer experience and satisfaction, the Team Lead will need to ensure good attendance, performance management, attrition management and high employee satisfaction.
This position will manage a team of incubations, therefore it is highly important to have proactivity and the ability to anticipate challenges and opportunities. The ideal candidate will also possess exceptional problem-solving skills, a knack for fostering innovation, and a proven track record of successfully guiding projects from conception to execution.
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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
- Bachelor's degree or college experience preferred.
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.
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.
*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 accommodations@uber.com.