About TaskUs:
TaskUs is a provider of outsourced digital services and next-generation customer experience to fast-growing technology companies, helping clients represent, protect, and grow their brands. Leveraging a cloud-based infrastructure, we serve clients in sectors such as social media, e-commerce, gaming, streaming media, food delivery, ride-sharing, HiTech, FinTech, and HealthTech.
At TaskUs, we pride ourselves on a People First culture, enabling our workforce of approximately 45,000 employees globally to thrive. With a presence across 23 locations in 12 countries, including the Philippines, India, and the United States, we are driven by innovation, adaptability, and consistent delivery of high-quality services to our partners.
What We Offer:
At TaskUs, we prioritize our employees well-being by offering competitive salaries and comprehensive benefits packages. Our commitment to the People First culture is reflected in our robust departments such as Total Rewards, Wellness, HR, and Diversity. We offer an inclusive work environment, and we actively encourage internal mobility and professional growth at every stage of an employee's career within TaskUs.
Role Overview:
As a Team Leader at TaskUs, you will lead and manage a team dedicated to delivering superior customer experiences. Your primary responsibility will be to ensure that your team consistently meets or exceeds performance targets and objectives. You'll act as a mentor, coach, and conduit for your team members, helping them reach their full potential while driving the team's overall performance.
In this role, you will:
- Manage Daily Operations: Oversee the planning and execution of daily tasks for your team, ensuring that Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) are consistently met.
- Performance Monitoring & Coaching: Provide continuous feedback, coaching, and development support to team members. Conduct regular performance reviews and identify opportunities for improvement and growth.
- Team Development: Foster a positive, engaging, and high-performing team environment by conducting team huddles, one-on-one coaching sessions, and promoting skill development.
- Collaboration: Work cross-functionally with other departments to ensure alignment with organizational goals and smooth workflow processes.
- Problem-Solving & Conflict Resolution: Address team challenges or conflicts promptly to ensure productivity is not affected. Resolve issues effectively to maintain a positive team atmosphere.
- Client-Centric Focus: Ensure your team is focused on delivering excellent service and customer experience through phone, email, or live chat support.
- Schedule & Adherence Management: Ensure team members adhere to their schedules and manage time effectively to meet business goals.
Key Responsibilities:
- Drive performance by setting clear goals and KPIs for your team.
- Provide regular coaching and feedback to improve individual and team performance.
- Foster a positive work culture that encourages engagement, accountability, and productivity.
- Resolve team conflicts and ensure a harmonious and effective work environment.
- Act as a liaison between the team and other departments, ensuring smooth communication and alignment.
- Monitor attendance and performance metrics, ensuring that SLAs are consistently met.
- Conduct team meetings and performance reviews regularly to assess and improve team outcomes.
- Ensure continuous development of team members by identifying training and development opportunities.
- Manage day-to-day operations effectively while keeping track of performance and feedback.
Skills and Qualifications:
- Experience: At least 2-3 years of experience in a leadership or supervisory role within a customer service or BPO environment.
- Customer Experience: Prior experience working in customer support roles, especially with phone, email, or live chat support, is highly preferred.
- Knowledge of CRM Tools: Familiarity with tools like ZenDesk, Salesforce, or similar CRM platforms is a plus.
- Leadership: Proven experience in managing, motivating, and developing a team to achieve performance targets.
- Conflict Resolution: Ability to handle conflicts and performance issues with sensitivity and professionalism.
- Communication Skills: Strong verbal and written communication skills, with the ability to clearly articulate expectations and feedback.
- Adaptability: Ability to adapt and lead in a fast-paced and ever-changing environment.
- Organizational Skills: Strong organizational skills with the ability to manage multiple priorities and tasks simultaneously.
- Flexibility: Willingness to work in varying shifts, including nights, weekends, and holidays, depending on business needs.
