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Senior BPO Specialist - Senior Trainer Brazil

Community Operations, Global Community Operations em Sao Paulo, Brazil

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.

The Senior Trainer will work alongside our Community Operations Learning team and will be responsible for the implementation of on-the-ground training and quality phone programs with our partners. This multifaceted role requires quick thinking, proficiency in classroom training, development of curriculums and an understanding of how to analyze the quality and effectiveness of the learning experience. The phone specialist master trainer should have the ability to facilitate feedback sessions, compile and communicate opportunities and changes to key learning partners, being able to maintain the program and its documentation.

The right candidate for the Senior Trainer Lead position is a subject matter expert and a true leader, inspiring others on the team to hone a deep passion for helping and resolving issues for our community. The Senior Trainer will spend dedicated time traveling and on TTTs in the Outsourcing BPO Partners in Brazil.



WHO YOU ARE

 

  • Incredibly empathetic and understanding of both riders and driver partners alike. You will be a powerful advocate for Uber’s users and are obsessed with the community experience. 
  • Cool and calm under pressure. You have superior organizational skills, integrity, and great follow-through on tasks.
  • Naturally curious. You love learning how things work and you’re always looking for ways to innovate. You enjoy testing different support strategies and tracking the results.
  • Word-savvy. You’re eloquent and able to strike the perfect tone, whether you’re explaining a new policy to riders or drivers, explaining the importance of certain complicated metrics, or responding to support issues over email.  
  • A Skilled Presenter. You’re able to engage a class, keep attention, and focus on adult learning techniques to drive attention and retention.
  • Passionate. You love Uber. You are driven by helping others and being on the front-lines of a highly visible, fast-growing brand.
  • Agile. You can move quickly with care. You embrace change and can absorb new information with ease. You’re ready to get in front of a class at a moment’s notice.
  • A leader. The team looks to you for guidance on difficult or complex issues. They are inspired by your passion for helping others and your dedication to doing the right thing.  


WHAT YOU’LL DO

 

  • Execute learning and support projects in conjunction Regional Learning to our BPO Partners
  • Be a passionate advocate for riders and drivers while answering any questions that come your way
  • Conduct needs assessments to identify where training or other learning programs can help our BPO training teams to deliver a better experience for customers.
  • Design creative, effective, and scalable new channel programs that develop and engage our community. As well as document the success and evolution of the programs.
  • You’ll be tasked with implementing all this programs, working with SMEs and content developers to learn and deploy these quickly.
  • Be a Trainer, standing up in front of a group of BPO trainers (TTT) to certified that have what it takes to deliver new trainings
  • 80% availability to travel (Northeast region)
  • Analyze, design develop and facilitate awesome training programs 40 hours per week 


REQUIREMENTS

 

  • 3+ years of relevant experience in training is expected.
  • Familiarity with modern and traditional job training methods and techniques. 
  • Have an understanding of the foundations of what good learning looks like and are able to find opportunities in classroom settings and report these back in a systematic way to your content partners.
  • Advanced organisational skills with the ability to handle multiple assignments.
  • You’re a reliable person. A team player, willing to go all the way for what’s best. 
  • Good knowledge of Word, Powerpoint, Intermediate or better Excel knowledge, or Google tools.
  • Proven fluent in English, listening, reading, written, spoken: C1 or C2. 
  • Native speaker in Portuguese.
  • Passion for helping others and creating support experiences that exceed users’ expectations.
  • Used to deal with and manage different stakeholders.
  • Must work well in a team environment, contributing to a synergistic work environment where people learn from one another and continuously improve processes on behalf of users
  • Flexibility for weekend and weekly evening shifts is required
  • You’re an Uber evangelist—you care deeply about the product and getting others excited to ride and partner with Uber
  • Ability to analyze data and present findings coherently and confidently
  • Bachelor's degree 

 
PREFERRED QUALIFICATIONS

 

  • Previous experience with customer phone and chat support channels.
  • Master’s degree preferred
  • Basic Spanish
  • Proficient in Training Industry standards
  • Support experience in a high-volume environment
  • One or more training certifications: COPC, CompTIA CTT+, TTT on CPT, CLP or CPTM


PERKS

 

  • Ground floor opportunity with the team; shape the strategic direction of the company
  • The rare opportunity to change the world such that everyone around you is using the product you built
  • We’re not just another social web app, we’re moving real people and assets and reinventing transportation and logistics globally
  • Sharp, motivated, hard-working coworkers in a fun office environment
  • Uber Credits every month

Veja a nossa Declaração de Privacidade do Candidato

Na Uber, não só aceitamos as diferenças como também elas são celebradas, apoiadas e aproveitadas para benefício de nossos funcionários, produtos e comunidade. A Uber tem orgulho de ser um local de trabalho com oportunidades iguais e um empregador de ação afirmativa. Estamos comprometidos com oportunidades iguais de emprego, independentemente da raça, cor, ascendência, religião, sexo, nacionalidade, orientação sexual, idade, cidadania, estado civil, deficiência, identidade de gênero ou status de veterano.