COE Team Lead II

COE Team Lead II Department: Community Operations Team: Community Operations Location: Lisbon, Portugal Type: Full-Time **About the Role** The Community Operations organization at Uber is responsible for delivering world-class customer support to riders, drivers, eaters, and couriers, and Uber's Centers of Excellence (COEs) are contact management centers dedicated to making that happen 24/7. Our Team Leads are focused on empowering and investing in the continued success of our agents by providing resources and coaching that will build the next wave of leaders at Uber. Team Leads provide and receive feedback, coach and develop employees, as well as manage teams to ensure our customers are well taken care of while managing the team's performance metrics. **What You Will Do** - Manage team performance and drive results, guide adherence to policies - Lead, coach, mentor, and motivate employees - Partner with the recruiting team on hiring - Lead improvements on support logic and processes - Address and resolve escalations or further escalate - Maintain stakeholder relationships - Drive accountability for policies and other guidelines - Execute root cause analysis action plans from escalations and agents’ performance - Leverage audit results from Service Quality members and guide towards progressive improvements; identify opportunities for additional training & development - Complete administrative and HR related tasks for the team - Partner with the leadership team within the CoE to make local decisions related to operationalizing policies and execute end to end - Maintain stakeholder relationships - Manage other people managers - Leverage audit results from Service Quality members and guide towards progressive improvements; identify opportunities for additional training & development **Basic Qualifications** - At least 2 years of people management experience at Uber - Basic project management skills - Proficiency in Google Suite - Proficiency in data analytics **Preferred Qualifications** - Proffeciency with SQL and building dashboards - Experience with Delivery function Uber's m