Role Overview:
As a Team Leader at TaskUs, you will be responsible for managing the day-to-day planning and operations of your team. You will ensure that each teammate meets their Service Level Agreements (SLAs) and achieves their Key Performance Indicators (KPIs). Your role requires you to be organized, take responsibility, and actively contribute to the development of your team. This includes conducting coaching sessions, recognizing strengths and weaknesses, and ensuring your team delivers a superior customer experience — the core focus of your department.
As the team leader, you will be the liaison between the management and your team, ensuring smooth communication and issue resolution.
Key Responsibilities:
Team Management & Operations
- Oversee daily operations and ensure that team members meet their SLAs and KPIs consistently.
- Ensure that the team adheres to their schedules and delivers performance goals.
- Create and maintain daily/weekly/monthly performance reports for the team.
- Be the primary point of contact between management and the team for operational matters.
Coaching & Development
- Conduct team huddles and coaching sessions to guide team members and help them improve.
- Identify weaknesses and implement solutions to help team members grow in their roles.
- Support professional development for each team member by setting individual goals and providing continuous feedback.
Problem Resolution & Issue Management
- Address and resolve issues within the team (including HR-related matters).
- Actively contribute to creating solutions for any operational or team challenges.
- Serve as the point of escalation for client-related issues and resolve them in a timely manner.
Client Feedback & Performance Reporting
- Collect and document client feedback, ensuring that it is shared with the team and incorporated into improvement efforts.
- Prepare and analyze performance data to ensure that KPIs and SLAs are being met.
- Foster open communication with the client to maintain positive relationships and continuous improvement.
Candidate Requirements:
- Experience:
- At least 1 year of relevant Team Leader experience managing a team of 10+ members in a customer support environment (preferably in an outsourcing or similar industry).
- Skills:
- Strong verbal and written communication skills to interact effectively with both clients and team members.
- Technical knowledge, with experience using tools such as ZenDesk or other CRM tools.
- Familiarity with E-Commerce or experience in content moderation, healthcare, banking, finance, and/or blended processes is a plus.
- Knowledge of operational KPIs and experience in problem-solving and issue resolution.
- Additional Qualities:
- Flexibility and a willingness to work across different shifts.
- A results-driven mindset, with the ability to foster a high-performance culture.
- Strong organizational skills and the ability to handle responsibility.
