Job Description
**About the Role**
We are looking for an all-star Team Lead II to work here in our Center of Excellence in Costa Rica. You will be part of a team leading regional LatAm insights team, delivering actionable support quality insights to key operations teams around the business. You will think strategically to drive projects which improve agent success, process adherence, policy calibration and deliver business insight from audit results.
The Insights Lead will lead and prove improvement insights to different stakeholders, ensuring high quality deliverables and a close relationship with customer experience.
The Team Lead II will assist in the coordination and execution of projects assigned to the team, leading a team of project analysts, assigning and distributing workload, managing stakeholder relationships and ensuring high quality and on-time deliverables on each project under the scope. All programs must continue to have a high focus on customer experience and customer satisfaction and to be successful it’s required to interact with the full Operational BPO.
**What You'll Need**
1. A minimum 1+ year experience leading high performance customer support teams (for Team Leads)
2. Deep analytical skills in order to transform data into competitive intelligence
3. Advanced excel/google sheets proficiency is required
4. Advanced english proficiency is a must
5. Intermediate writing and speaking english ability is required
6. Excellent communication and interpersonal skills, with the ability to persuasively communicate recommendations and effectively champion customer needs
7. Resourcefulness - Uber is committed to constant improvement. You're excited to help create a product with value.
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.
Offices continue to be central to collaboration and Uber’s cultural identity. Unless formally approved to work fully remotely, Uber expects employees to spend at least half of their work time in their assigned office. For certain roles, such as those based at green-light hubs, employees are expected to be in-office for 100% of their time. Please speak with your recruiter to better understand in-office expectations for this role.
\*Accommodations may be available based on religious and/or medical conditions, or as required by applicable law. To request an accommodation, please reach out to [accommodations@uber.com](mailto:accommodations@uber.com).