Team Lead (Information Support) in Uklon

Uklon is a product IT company that develops a leading ride-hailing service. Every day, the powerful Uklon team pumps one of the largest infrastructures in the market of Ukraine and beyond, ensuring the interaction of drivers and riders.

We create a highload product, behind which are hidden ambitious technological challenges, continuous innovations and non-obvious moves. Our work framework is to test new hypotheses, push your ideas and use the latest technology stack.

Join us as a Team Lead (Information Support).

Hiring process: introduction, test task and final meeting.

What we offer specifically for this role:

• the opportunity to have managerial responsibility for a team of 15 specialists contact centers that work with incoming calls
• the opportunity to improve your managerial expertise due to the green light to use all team management tools
• your place is here if you want: not just to "work with people", but to develop a strong team
• the opportunity to directly influence the product "today" and see the result of your work, already "tomorrow"
• modern approach to the construction of processes using powerful IT solutions
• the opportunity to improve your skillset while working with the Uklon expert community
• support and implementation of your ideas and initiatives
• regular performance & salary review
• annual bonus for meeting company goals
• company culture in which everyone is significant and valuable and has an impact on processes

How exactly you can influence the development of the company:

• quality control of service provision: ensuring compliance of processes with established standards and a high level of service
• promotion of employee development: provision of necessary support, individual and team feedback based on work results
• analysis of complex cases: point-by-point analysis of non-standard cases with the aim of finding effective solutions and preventing similar ones in the future
• conducting reporting: preparation of weekly and monthly reports for the group in accordance with established standards and performance indicators
• identification of areas for improvement: analysis of problem areas in work, formulation of goals and development of an action plan for their elimination
• analysis of customer experience trends in the market and integration of best practices into internal processes

Challenges for three months:

• familiarize yourself with the company's products, processes and standards
• master all the tools used by the department
• get to know the team, conduct regular 1:1, record information about teammates
• indicators: AHT - 120 seconds, QA - maintain an average score on the quality of answers at least 75%, % of ineffective statuses up to 20 (with breaks), call productivity at least 16
• analyze calls, group them and find ways to optimize call processing

To achieve results, you will need:

• work experience in a contact center in the position of a supervisor (group leader) from 1 year
• experience in managing teams of 7 or more people: ableI plan, organize and control the daily activities of the team to achieve efficiency and the fulfillment of strategic goals
• knowledge of customer service standards and metrics (CSAT, SLA, AHT) that will reflect the effectiveness of the team
• ability to multitask and effective time management: the ability to simultaneously coordinate several processes without losing focus on quality and deadlines
• practical skills in conflict resolution situations, the ability to effectively convey important information about changes and updates to the team
• developed analytical skills
• skills of effective cooperation with cross-functional teams
• knowledge of the English language at the Pre-Intermediate level

How do you regulate your working hours?

• floating schedule (each specialist is given their own schedule for a month forward)

• the start of the working day can be different (the earliest working day can start at 8:00, the latest working day can end at 21:00)

• days off with retention of remuneration: 20 for personal needs, 1 more for a birthday, 10 for illness, up to 8 for blood donation

How will you be upgrade your skills in Uklon?

• internal exchange of knowledge, mentoring programs and trainings for the development of soft and hard skills

• receiving profile certifications for IT experts

• corporate library and subscriptions to information resources

• personal/team budget for training

• corporate discounts and compensation English lessons

• long-term training for managers

Care and support:

• medical insurance in Ukraine

• paid sessions with Pleso psychotherapist

• providing its soldiers in the Armed Forces with ammunition and medicines

• gamification, gifts and raffles and discounts from partners

• sports events and corporate team building

• wellness programs (emotional support workshops)

• massage weeks at the office in Kyiv
  promo codes for trips with Uklon

Regular Sport Activities:

• Uklon Football every week

• Uklon Online Yoga every week

• Corporate discounts, partial compensation for sports activities

Corporate social responsibility
Since 2014, Uklon actively supports the Ukrainian army and volunteer community, is a permanent partner of the BF , and from 2022 provides monthly financial support to the . Also, the company regularly supports and organizes meetings, our focus is on drones, so that they fight, not people.
And in order to attract the community of Uklon riders to charity, the application has added one-time and regular donation functions. 

If you are looking for a driven and ambitious product company focused on development and global expansion, interested in using the latest technologies and ready to further increase your expertise, join the Uklon team.

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