Team Leader

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.

People First

What We Offer:

competitive salaries

Role Overview:

Team Leader

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.