Service Team Lead II - Hyderabad
- Uber
- 2 - 5 years
- Hyderabad
- 3 years ago
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Job Description
What you'll do:
- Handle performance and get results: You will analyse, 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 your TLs, 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 stakeholder relationships: You will 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: You will reinforce compliance to company policies such as house rules, attendance policy and PIP guidelines.
- You will ensure that you and your TLs do the right thing each time even if it means doing the difficult things
- Lead improvements on risk investigations and processes:You will review, handle and lead improvements to current policies and processes to ultimately win our employees, customers and stakeholders over
- Investigate the numbers and make data-driven process improvements; Work closely with the Analytics team in unearthing trend
What you'll need!
- Strong analytical/technical skills
- Expertise in working on the relevant LOB
- Open to work in 24X7 support. Willingness to work in shifts (rotating day/night shifts, rotating weekend offs -- total working hours will be 40 hours a week, 5 days, 8 working hours every single day)
- Proven ability to meet deadlines and a high level of dedication towards deliverables
- Self motivated and goal driven
- A strong customer-centric mentality - you are always thinking about how our stakeholders work well with the process
- Strong people leadership skills including growing and mentoring your team members.
- 3-5 years of operations management/general management/ support experience
- 2-3 years of people management experience
- In depth knowledge of Uber tools
- Bachelor's degree
- Basics of Project Management
Job Classification
Industry: InternetFunctional Area: Customer Success, Service & Operations, Role Category: OperationsRole: OperationsEmployement Type: Full timeEducation
Under Graduation: Any GraduatePost Graduation: Any PostgraduateDoctorate: Any Doctorate, Doctorate Not RequiredContact Details:
Company: UberLocation(s): Hyderabad
Keyskills: Analytical skills Operations management Translation Compliance Project management Investigation General management Lead Coach Operations Analytics
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