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GL Team Lead


Posted on January 13, 2020

5 - 6 years Cairo - Egypt

Any Nationality

Opening 01

Job Description

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What You ll Do:
• Point of contact for the team and liaison between the team. The GL Manager and regional CX team
• Responsible for maintaining the GL metrics within targets
• Manage and contribute to onboarding & training of nUbers
• Be responsible for team members ongoing development
• Be a mentor for new team members and peers when they join the team
• Assess and individually develop each member of the team to achieve operational excellence
• Embed a culture of customer obsession at the GL
• Maintain overall team healthiness (TCS OSat, eNPS) and engagement
• Be in charge of workforce management (WFM) duties:
• Shift and holiday planning in coordination with GL Manager
• Help manage scheduling and priorities to ensure the GL waiting time stays under control at all times
• Overseeing attendance and punctuality of team members
• Share and escalate business insights to GL Manager, CX and Operations teams
• Manage, contribute to GL projects (and scale to other markets) in collaboration with GL Manager
• Manage the day to day business development and partnership relationships
• Coordinate and own CX requests (eg. Ops, marketing requests) execution in coordination with the GL Manager or Sr TL
• Serve as a POC for facilities management on the ground in collaboration with the GL Manager
• Handle special situations (eg. LERT) and crisis management in coordination with the GL Manager
job requirements
More than 5 years
Not Specified at least
Consumer Services Transportation


Desired Candidate Profile

What You ll Need:
• Strong language skills, you must be able to speak fluent English and Arabic.


GL Team Lead


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