COE L&D Specialist III (cod.:46855)
Atendimento - Full Time São Paulo (São Paulo) | 10 vaga(s)

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bout Uber

We’re changing the way people think about transportation. Not that long ago we were just an app to request premium black cars in a few metropolitan areas. Now we’re a part of the logistical fabric of more than 600 cities around the world. Whether it’s a ride, a sandwich, or a package, we use technology to give people what they want, when they want it.

For the people who drive with Uber, our app represents a flexible new way to earn money. For cities, we help strengthen local economies, improve access to transportation, and make streets safer.

And that’s just what we’re doing today. We’re thinking about the future, too. With teams working on autonomous trucking and self-driving cars, we’re in for the long haul. We’re reimagining how people and things move from one place to the next.

Job Description
Be a trainer, standing up in front of a group by facilitating the onboarding, upskill and refresher programs. As well as document the success and evolution of the learning programs.

Conduct needs assessments to identify where training or other learning programs can help our CSR’s to deliver a better experience for drivers and riders.

Design, update and refine learning materials that develop and engage all levels of the COE team.

Work with SMEs (POCs) and Content Developers to fill training requirements for business and team needs and deploy these quickly

What You’ll Do / What You’ll Need / Bonus Points / About the Team
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

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
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

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