BPO Readiness @ Uber
Centralized Customer Support across 20+ city teams in LatAm
Launch Uber’s first BPO and centralize all support processes.
Advised LatAm Regional GMs on which processes to outsource first
Resulted in a tiered model where T1/T2 (less severe) processes were outsourced to BPO launch. City teams launched a dedicated team to handle T3 (emergencies) .
Created templated knowledge base for teams
Documented all city-specific nuances and support processes.
Launched interim Regional Customer Support team
Selected key-stakeholders across each city.