COE Team Lead I

1 day ago

Hyderabad, Telangana, India Uber Full time ₹ 12,00,000 - ₹ 36,00,000 per year

About The Role
Sort works on any queries/concerns raised on Social Media, namely Twitter, Facebook, and Instagram. We are directly involved in upholding the brand image by providing excellent support on social media platforms.

The Social Media Response Team (SoRT) is a fast-paced and diverse team that provides social media support for Uber rides & EATS businesses across India, Bangladesh and Sri Lanka. This team's primary objective is to address social media concerns within SLA, analyze the root cause, and provide valuable insights to internal partners as the VOC (Voice of Customer).

What The Candidate Will Need / Bonus Points

  • Lead and develop a team of 10-15 Community Operations Specialists (COS), responsible for their overall performance
  • Carry out supervisory responsibilities in a 24/7 operations set-up helping COSs meet their targets; Focus on management of SLA metrics, Quality and Customer experience
  • Work with cross functional teams (Quality, Training), developing and implementing QA/ Training programs to improve the quality and productivity of the team
  • Dive deep into the numbers and make data-driven process improvements; Work closely with Analytics team in unearthing trends
  • Be the source of knowledge to train, educate, and answer questions from COSs or other stakeholders
  • Independently execute ad-hoc projects or run experiments, ensuring complete adherence from the team and share clear, actionable insights back with the stakeholders
  • Analyze the performance of your teams, identify trends and provide constructive feedback to individuals on a consistent basis
  • Basic Qualifications
  • 2+ years of experience
  • Strong People and Partner leadership skills
  • Graduate
  • Preferred Qualifications
  • Drive Strong performance across all efficiency and quality important metrics for your team Experience in mentoring new hires and coordinating their onboarding is preferred
  • Solid understanding of team metrics and an analytical bent of mind to identify trends in data and work on the same
  • Since SoRT replies on social media, command of the English language is quintessential, verbal and written.
  • Social Media process knowledge would be an added advantage
  • Expertise to look for opportunities to engage better on the platform and develop delighters
  • Strong analytical skills in identifying trends in data and working on the same, strong Google Sheets skills, and SQL would be an added advantage
  • A validated authority in carrying out policy changes/support logic
  • Positive influencer and strong Uber culture advocate
  • Is a role model to the team and recognized as an SME for their LOB
  • Validated ability to provide high-level support for issues
  • Recognize opportunities in the process and suggest solutions/improvements
  • Understanding of partner management and experience of the same is preferred
  • Open to working in 24X7 support, understands the need for continuous coverage, and is able to empower their team to do the same
  • Comfortable with working directly with various levels of leadership
  • Strong time leadership skills
  • Strong communication skills
  • Ability to quickly adapt to change
  • Ability to pick up on trends and provide insights

  • Regional P2P CoE Lead

    2 weeks ago

    Hyderabad, Telangana, India Uber Full time ₹ 12,00,000 - ₹ 36,00,000 per year

    About The RoleWe are seeking a highly motivated and experienced Procure-to-Pay (P2P) Lead for our Centre of Excellence, who will be responsible for supporting and enhancing the end-to-end P2P process, ensuring accuracy, efficiency, and compliance. This role involves working closely with internal stakeholders and our extended GBS teams to resolve issues,...

  • Manager - Finance Planning & Reporting CoE

    6 days ago

    Hyderabad, Telangana, India Reckitt Full time ₹ 12,00,000 - ₹ 36,00,000 per year

    We're Reckitt, home to the world's best loved and trusted hygiene and health brands. Our purpose defines why we exist: to protect, heal and nurture in the relentless pursuit of a cleaner, healthier world. We are a global team united by this purpose.Join us in our fight to make access to the highest quality hygiene, wellness, and nourishment a right and not a...

  • Lead BPA, DDIT IES Finance

    3 days ago

    Hyderabad, Telangana, India Novartis Full time ₹ 7,50,000 - ₹ 12,00,000 per year

    Job Description SummaryAbout the role: As an Infrastructure and End User Services (IES) Lead BPA, you will be responsible for the Business Planning & Analysis of global infrastructure services managed by IES. You will work closely with IES Head BPA and the IES Service Tower heads to drive productivity, accurate financial forecasting, strong financial...

  • Sales head solar

    5 days ago

    Hyderabad, Telangana, India Lead feet Full time ₹ 12,00,000 - ₹ 36,00,000 per year

    ​Are you a strategic sales leader with a passion for solar energy? We're looking for a dynamic Sales Head to lead our sales organization in the thriving solar PV industry in Hyderabad.​Key Responsibilities:​Develop and execute national/regional sales strategies and growth roadmap.​Identify new business opportunities across residential, C&I...

  • HR Advisor I

    5 days ago

    Hyderabad, Telangana, India Syneos Health Full time ₹ 43,20,000 - ₹ 86,40,000 per year

    HR Advisor ISyneos Health is a leading fully integrated biopharmaceutical solutions organization built to accelerate customer success. We translate unique clinical, medical affairs and commercial insights into outcomes to address modern market realities.  Every day we perform better because of how we work together, as one team, each the best at what we do....

  • Service Team Lead I

    6 days ago

    Hyderabad, Telangana, India Uber Full time ₹ 12,00,000 - ₹ 36,00,000 per year

    About the RoleThe Team Lead is responsible for developing a team of approximately 15-17 Customer Support Representatives (CSRs) and ensuring their success by implementing behavioral-based mentorship and feedback mechanisms. The focus is on enhancing customer experience, ensuring good attendance, managing performance, addressing attrition, and maintaining...

  • Service Team Lead II

    5 days ago

    Hyderabad, Telangana, India Uber Full time ₹ 12,00,000 - ₹ 36,00,000 per year

    About the RoleAs part of the Community Operations, the Senior Team Lead of Team Identity will manage a team of 45-60 Risk and Compliance Specialists to ensure goals and objectives are achieved with excellence.The Senior Team Lead is a strong people leader and a structured problem solver who has a love for process efficiency, and continuous improvement. The...

  • Service Team Lead ll

    5 days ago

    Hyderabad, Telangana, India Uber Full time ₹ 12,00,000 - ₹ 36,00,000 per year

    About The RoleAs part of the Community Operations, the Senior Team Lead of Team Identity will manage a team of 45-60 Risk and Compliance Specialists to ensure goals and objectives are achieved with excellence. The Senior Team Lead is a strong people leader and a structured problem solver who has a love for process efficiency, and continuous improvement. The...

  • Lead BPA, DDIT IES Finance

    3 days ago

    Hyderabad, Telangana, India Novartis Full time ₹ 2,50,00,000 - ₹ 6,00,00,000 per year

    SummaryAbout the role:As an Infrastructure and End User Services (IES) Lead BPA, you will be responsible for the Business Planning & Analysis of global infrastructure services managed by IES. You will work closely with IES Head BPA and the IES Service Tower heads to drive productivity, accurate financial forecasting, strong financial controls and continuous...

  • HVAC Team Lead

    6 days ago

    Hyderabad, Telangana, India JKR CONSULTING & SERVICES Full time ₹ 4,00,000 - ₹ 8,00,000 per year

    I am Hiring HVAC Senior BIM ModelerLocation - HyderabadExperience - Must have 4+ YRS experienceAnyone Interested please share their cv to