Regional Community Operations Team Lead
Uber
مجموع سنوات الخبرة :17 years, 8 أشهر
- Help build an efficient and scalable support operation that produces stellar response times and high quality responses. - Track attendance of individual team members, ensuring all agents are adhering to working hours. - Provide feedback to frequent offenders. - Ensure gaps in knowledge as communicated from other team members are communicated to hr training supervisors appropriately and help to develop the local content. - Conduct 1-1 meetings with agents to track performance and deliver feedback. - Own the clearing of managed queues. - Develop daily progress reports, communicating team's productivity and calling out barriers to success. - Track weekly performance of team using the EMEA Dashboard, benchmarking against other COE performances to closely monitor Team SLAs and agent-level metrics. - Run Quality Assurance assessments and ensure company principles are adhered to team wide. - Having all Sr. CSRs and CSRs as direct reports.
Executive Assistant to 3 Head Of Departments and their Staff
Translation - Editing - Business Writing