Operations Team Lead - Sub-Saharan Africa
UBER
مجموع سنوات الخبرة :10 years, 7 أشهر
- Leading a team of 20 Community Support Representatives to provide high standard service to Uber's community of drivers in the Sub-Saharan Africa region.
- Implementing improvement plans to develop the Team performance and productivity.
- Perform quality audits and performance deep dives to understand knowledge and quality gaps as well as implementing improvement projects/initiatives.
- Working on improving policies and process of the region.
- Perform data analysis to understand and extract operational insights to improve the overall support process.
- Coach and mentoring our greatest talents.
- Monitor queues, flagging growing backlog, and motivating teams to hustle when necessary.
Community operations - Middle East and North Africa
Senior expert lead at Uber.
Leading 10 CSRs
1- Passionate advocate for all riders nationally and answer any questions that come my way.
2- An expert on support processes, make recommendations towards next steps based on rider and partner satisfaction.
3- Act as a leader and mentor to the existing support team, remaining at the team's disposal when they have questions and being a source of energy and motivation to keep retention high.
4-Monitor queues, flagging growing backlog, and motivating teams to hustle when necessary.
5-Document and communicate gaps in knowledge and work with the site manager & the head of training to develop new content.
6- Always up to date on all the region updates (promos, policies, new city launches) and ensure team is up to date.
7- Build the Quality Assurance assessments and ensure Great 8 principles are adhered to team wide.
8- Handle escalated cases that existing team cannot handle and/or ensure cases are escalated appropriately.
- Leading 10 Sales Representatives
- Recruiting, training, supervising and appraising staff
- Managing budgets
- Maintaining statistical and financial records
- Dealing with customer queries and complaints
- Overseeing pricing and stock control
- Maximising profitability and setting/meeting sales targets, including motivating staff to do so
- Ensuring compliance with health and safety legislation
- Preparing promotional materials and displays
- Liaising with head office
- Leading 25 Sales Representatives.
- Lead sales operations within Delta insurance company.
- Analyze statistical data, such as mortality, accident, sickness, disability, and retirement rates and construct probability tables to forecast risk and liability for payment of future benefits.
- Solicit potential buyers of policies.
- Determine discounts and premiums.
- Plan advertising budget and appropriate advertising channels.
- Oversee branches or other store locations.
- Conduct market research.
- Delegates work as needed.
- Lead insurance agents and track performance.
- Create and implement business strategies and goals.
- Develop sales quotas.
- Minimize company risks.
- File reports of numbers of insurance quoted.
- Manage and work alongside adjusters, investigators, and appraisers.
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