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French Team Leader, Community Operations - Cairo

Community Operations
in Cairo, Egypt

About the Role

At Uber, providing amazing support that establishes trust for our community - riders, partner drivers, restaurants and corporate clients - is a core feature of our product experience. We invest in it and believe in providing the highest quality service executed in the smartest, most efficient way.

As Team Lead you will be leading ambitious teams of support professionals to continually achieve operational excellence in work streams related to supporting Riders, and Partner Drivers.

What You'll Do:

  • Deliver actionable feedback to CSRs who are either outperforming or underperforming on KPIs (CSAT, TPH, EPMO) and career development. CSRs should come to the biweekly 1:1 prepared to discuss their key metrics after reviewing the dashboard.
  • Be available to CSRs by maintaining a consistent presence on the floor and acts as the first point of contact for escalations on critical/ time-sensitive issues.
  • Implement team priorities- identify mitigation plans when the queue is on the rise, route & follow-up on operational escalations, manage overtime and approve planned leaves, shift schedules and approving timesheets (ensure adequate coverage, send out overtime emails, monitor overtime signups, adjust shifts in Deputy...etc).
  • Communicate and set clear expectations for the team, stay on top of new information and passes along to the team; communicates the "Why" behind the information or decision.
  • Manage enforcement policies including attendance and discipline for the team.
  • Contribute to strategic plans to improve the team performance and KPI
  • Lead, motivate, and manage the team including setting daily targets, driving performance, monitoring queue, ensuring discipline and morale and liaising with city teams to optimize operations and facilitate insights
  • Deliver actionable feedback to CSRs who are either outperforming or underperforming on KPIs (CSAT, TPH, EPMO) and career development. CSRs should come to the biweekly 1:1 prepared to discuss their key metrics after reviewing the dashboard
  • Be available to CSRs by maintaining a consistent presence on the floor and acts as the first point of contact for escalations on critical/ time-sensitive issues
  • Implement team priorities- identify mitigation plans when the queue is on the rise, route & follow-up on operational escalations, manage overtime and approve planned leaves, shift schedules and approving timesheets (ensure adequate coverage, send out overtime emails, monitor overtime signups, adjust shifts in Deputy...etc)
  • Communicate and set clear expectations for the team, stay on top of new information and passes along to the team; communicates the "Why" behind the information or decision.
  • Manage enforcement policies including attendance and discipline for the team and KPI.

What You'll Need:

  • Fluent command of French is a MUST.
  • Good Level of awareness and expertise with the region policies and knowledge base
  • Good Analytical skills
  • Ability to work on spreadsheets and get insights from data that can be transformed into actionable items
  • Very good command of google suite (sheets, docs, slides,..)
  • People management experience is a plus

At Uber, we ignite opportunity by setting the world in motion. We take on big problems to help drivers, riders, delivery partners, and eaters get moving in more than 600 cities around the world.

We welcome people from all backgrounds who seek the opportunity to help build a future where everyone and everything can move independently. If you have the curiosity, passion, and collaborative spirit, work with us, and let's move the world forward, together.