Nabeel Hafez

Customer Success Team LeaderFull Time

Community Support Team LeadFull Time

• Job Details:Deliver actionable feedback to CSRs who are either outperforming or underperforming on KPIs (CSAT, Efficiency, Quality) 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. Maintain team harmony and high motivation across team members. Listen and address team concerns in an effective and timely manner. Build and maintain a high-performance culture focused on delivering world-class customer support. 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 Verint...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 team performance and KPIs and contribute to emergency management plans when unexpected circumstances occur. Strives to improve organizational effectiveness by showing exemplary leadership and maintaining the organization’s financial activities. Making tangible contributions to the advancement of organizational goals and practices by developing work schedules and ensuring that members of staff adhere to it for successful implementation. Helping the company in recruiting good and qualified staff with huge knowledge about the company’s business in order to build a competent and strong workforce for the organization as this can affect productivity.

Community Support RepresentativeFull Time

• Job Details:Deliver high-quality service across multiple support platforms (email, chat, phone) • Passionate advocate for riders and drivers while answering any questions that come your way. • Show empathy to frustrated riders and drivers while solving problems and addressing unsatisfactory experiences. • Create loyalty among new users and get our early adopters to fall in love with Uber all over again. • Triage issues and escalate them when necessary.