French Team Leader, Community Operations - Cairo
Uber -
Cairo, EgyptPosted 5 years ago77People have clicked1 open position
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Job Description
- Deliver actionable feedback to CSRs who are either outperforming or underperforming on KPIs (CSAT, TPH, EPMO) and career development. CSRs should come to the biweekly 1:1 prepared to discuss their key metrics after reviewing the dashboard.
- Be available to CSRs by maintaining a consistent presence on the floor and acts as the first point of contact for escalations on critical/ time-sensitive issues.
- Implement team priorities- identify mitigation plans when the queue is on the rise, route & follow-up on operational escalations, manage overtime and approve planned leaves, shift schedules and approving timesheets (ensure adequate coverage, send out overtime emails, monitor overtime signups, adjust shifts in Deputy...etc).
- Communicate and set clear expectations for the team, stay on top of new information and passes along to the team; communicates the “Why” behind the information or decision.
- Manage enforcement policies including attendance and discipline for the team.
- Contribute to strategic plans to improve the team performance and KPI
- Lead, motivate, and manage the team including setting daily targets, driving performance, monitoring queue, ensuring discipline and morale and liaising with city teams to optimize operations and facilitate insights
- Deliver actionable feedback to CSRs who are either outperforming or underperforming on KPIs (CSAT, TPH, EPMO) and career development. CSRs should come to the biweekly 1:1 prepared to discuss their key metrics after reviewing the dashboard
- Be available to CSRs by maintaining a consistent presence on the floor and acts as the first point of contact for escalations on critical/ time-sensitive issues
- Implement team priorities- identify mitigation plans when the queue is on the rise, route & follow-up on operational escalations, manage overtime and approve planned leaves, shift schedules and approving timesheets (ensure adequate coverage, send out overtime emails, monitor overtime signups, adjust shifts in Deputy...etc)
- Communicate and set clear expectations for the team, stay on top of new information and passes along to the team; communicates the “Why” behind the information or decision.
- Manage enforcement policies including attendance and discipline for the team and KPI.
Job Requirements
- Fluent command of French is a MUST.
- Good Level of awareness and expertise with the region policies and knowledge base
- Good Analytical skills
- Ability to work on spreadsheets and get insights from data that can be transformed into actionable items
- Very good command of google suite (sheets, docs, slides,..)
- People management experience is a plus