Routematch by Uber is hiring an Operations Manager (OM) for our Client Support Team. In this role, you'll manage, train, and develop an application/technical support team of about 10 agents. This will include scheduling, reporting, and quality assurance to ensure high quality service as well as assisting with escalated calls and high-volume periods. This position reports to the Head of Client Support.
Routematch by Uber is the leading provider of intelligent transit solutions (ITS) spanning demand response, fixed route, payment, mobility, and on-demand transit solutions. We blend powerful technology and excellent service to equip transit agencies with the right tools to provide accessibility and mobility for every rider in their community. When everyone has access to transportation, individuals, communities, and societies thrive.
We are a team of 180+ professionals in the US, Ireland, and Australia that are passionate about transit. We’re driving change in the transit world with new and improved products and top-notch service. We’re hiring energetic, positive professionals to contribute their talents and creativity to solutions that empower people to change their lives and get moving. Routematch is a place where you can honestly say “my work matters”.
As the Operations Manager, you will:
Directly manage a team of about 10 front-line Technical Support (TS) agents responsible for resolving technical issues and training our transit agency customers
Develop and train TS agents; Hold TS agents accountable to expectations; Perform bi-annual reviews
Be responsible for their scheduling to ensure coverage, including coordinating training, team meetings, managing sick and vacation coverage, etc.
Maintain real-time visibility into phone coverage and phone queues, manage TS agent adherence, and take actions necessary to ensure calls are answered according to expected standards
Stay abreast of case metrics and case handling to ensure cases are handled according to expectations and in the expected time frame
Dive into cases that are late or otherwise flagged for attention; provide direction or assistance to the case owner regarding next steps
Provide real-time support to TS Agents who may need help with a call or case
Personally handle calls and cases to help with call spikes or backlog as needed
Help determine knowledge gaps among the team; drive plans around training; help create documentation and training
Identify and escalate billable opportunities to the Director of Tech Support
Experience and skills required
3+ years of experience in client-facing call center
2+ year as a front-line agent or supervisor, preferably in a technical support function
1+ years of experience with Routematch, with a firm grasp of our products, and how to support clients’ technical issues
Preferred: 1+ years as a supervisor, lead, or manager over a team in a call center environment
Characteristics of the successful candidate
Ability to “stay on top of things,” particularly when there is a lot going on
Exceptional follow-through skills and attention to detail
Solid communication skills, both verbal and written
Strong work ethic and sense of ownership
Reliable and dependable; will do what’s expected with limited direction and oversight
Able to coach and develop junior resources effectively
Able and willing to bring out the best performance in subordinates, and hold them accountable if necessary
Able to take direction, without needing to be told something twice
Able to understand the “why” behind a directive, and apply it more broadly as appropriate
Routematch by Uber Values
Routematch envisions a world where communities actively champion the dignity of individuals and move them toward their aspirations. We are inspired by change, and by each other.
Our culture is rooted in core values of Empathy, Inclusivity, Outcomes, Excellence, and Family, and is encapsulated in our value statements:
Empathy is the Highest form of knowledge.
Inclusivity is a superpower.
Outcomes matter most.
What is worth doing is worth doing well.
Family is everything.
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.
Uber is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.
Uber is committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, you may contact us at: firstname.lastname@example.org.