Safety Investigation Team Lead I (Night Shift/Remote)
Uber
- Taipei City
- Permanent
- Full-time
- Operations Management: Manage a group of our Community Specialist Teams and be responsible for all the operational goals of the safety LOB. Present performance results regularly and identify opportunities for improvement.
- Process improvement: Identify operational and structural weaknesses and help improve existing or develop new processes and driving high compliance
- Program/project management: Be a multi-tasker, supporting projects across the LOB and you'll be the go to person for many key initiatives within the COE
- Problem Solving: Have a knack for solving problems and dealing with with issues in a structured and calm way
- Decision making: Apply existing processes and policies and make decisions based on these guidelines as the Taiwan Safety Team Lead. When the guidelines are not clear, engaging stakeholders to align on creating one for future use.
- Stakeholder management: Engage strategically with stakeholders, be it city function leads or vendors to influence business goals and priorities, central global teams to improve internal tools and the overall user experience, or local teams.
- People Management: Be a great people manager, coaching and developing the CSTs while building a solid team culture.
- Bachelor's degree
- 3 to 5 years of customer support operations experience
- 1 year of people management experience
- Exceptional problem solving skills, strong Excel / data management skills
- Project management skills
- English and Mandarin Chinese
- Experience in a contact center as an associate with phone support experience
- Able to establish trust and effective working collaborations
- Ability to leverage multiple resources to advise and support critical decisions
- Stable internet connection at home
- Working space at home to make sensitive and confidential calls
- Rotation between:
- 5pm to 2am
- 8pm to 5am
- 12mn to 9am
- (Full remote, option to office access as well)