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French Team Leader, Community Operations - Cairo

Uber
Cairo, Egypt
Posted 4 years ago
73People have clicked1 open position
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Job Details

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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

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