Sohail Shaikh

About Sohail Shaikh

A passionate, multi-talented, and self-motivated professional with nine years of…

Experience

1. Team Lead India Operations Support

   Uber

   May 2025 — Present · Pune, IN

   Team Lead – India Operations SupportRoles & Responsibilities:Team ManagementLead, mentor, and supervise a team of support executives.Schedule and manage shifts, ensuring adequate staffing during business hours.Set daily/weekly/monthly targets and ensure team meets performance KPIs (like TAT, CSAT, FCR).Conduct regular team meetings, performance reviews, and feedback sessions.Resolve escalations and complex customer issues promptly.Operational OversightMonitor daily operations to ensure SLAs are met.Track support tickets, calls, chats, or emails, and ensure proper documentation.Maintain and update operational reports (attendance, productivity, issue logs).Identify operational gaps and suggest process improvements.Customer Experience ManagementEnsure consistent delivery of high-quality support to customers.Monitor customer feedback and work with the team to improve service standards.Handle VIP/priority customer queries or escalations.Training & DevelopmentIdentify skill gaps within the team and arrange necessary training.Onboard new team members and ensure they’re aligned with company processes and culture.Encourage a culture of continuous learning and knowledge sharing.Coordination & ReportingCoordinate with cross-functional teams (tech, sales, logistics, etc.) for issue resolution.Share daily, weekly, and monthly reports with higher management.Communicate policy updates, process changes, and business updates to the team.Compliance & Process AdherenceEnsure the team follows company policies, security guidelines, and data protection protocols.Implement standard operating procedures (SOPs) for various processes.