About TaskUs: TaskUs is a provider of outsourced digital services and next-generation customer experience to fast-growing technology companies, helping its clients represent, protect and grow their brands. Leveraging a cloud-based infrastructure, TaskUs serves clients in the fastest-growing sectors, including social media, e-commerce, gaming, streaming media, food delivery, ride-sharing, HiTech, FinTech, and HealthTech.

The People First culture at TaskUs has enabled the company to expand its workforce to approximately 45,000 employees globally. Presently, we have a presence in twenty-three locations across twelve countries, which include the Philippines, India, and the United States.

It started with one ridiculously good idea to create a different breed of Business Processing Outsourcing (BPO)! We at TaskUs understand that achieving growth for our partners requires a culture of constant motion, exploring new technologies, being ready to handle any challenge at a moment’s notice, and mastering consistency in an ever-changing world.

What We Offer: At TaskUs, we prioritize our employees' well-being by offering competitive industry salaries and comprehensive benefits packages. Our commitment to a People First culture is reflected in the various departments we have established, including Total Rewards, Wellness, HR, and Diversity. We take pride in our inclusive environment and positive impact on the community. Moreover, we actively encourage internal mobility and professional growth at all stages of an employee's career within TaskUs. Join our team today and experience firsthand our dedication to supporting People First.

POSITION SUMMARY

The Team Leader will drive performance of the teammates to continuously hit metrics and goals. This role is to coach, motivate and engage teammates to ensure that they are a productive resource to TaskUs. Also act as a liaison between the teammates and other departments.

SPECIFIC RESPONSIBILITIES

• To manage the day–to-day planning, operation and problem-solving of a team of agents to meet with the required service level components, standards and sales targets, to develop the team to ensure delivery of a consistently superior customer experience by highly knowledgeable and customer-focused agents and to act as the communication conduit between Frontliner's and Management. To offer creative solutions.

• Delivery of team sales, service level components, quality and productivity targets & indicators.

• People Management, including all HR related issues, as well as staff development.

• Operational Management: Managing the floor, adherence to schedule.

• Ownership and problem resolution.

• Call monitoring, coaching and feedback, responsibility for delivery of the defined customer experience in every call.

• Training and development of staff.

• Motivation, leadership for a team of 17 and developing future leaders.

• Recommendations for product and process development based on customer feedback and analysis of the same.

• Conducting performance appraisal for the team.

• Contribute for the initial hiring and selecting process of the front line.

• Compiling reports on team’s performance and customer feedback.

• Communication and being a focal point of dissemination of information from management to team and vis versa.

• Work very closely with team members to solve customer problems. Also needs to understand the agent's problems and weaknesses and address these. Offers solutions and suggestions for process and product improvement to management.

• Required making decisions on any matters relating to improving revenue generation & customer satisfaction with regards insofar as it affects call handling and call center processes.

• Possesses certain additional supervisory level authority for reversal of charges. Responsible for making decisions on training requirements for team members and adjusting targets to suit the needs of the business. Responsible for all HR-related issues affecting team members including conducting appraisals, confirmations, promotions and terminations.

Soft skills:

• Versatility and ability to manage multiple projects

• Strong people management skills

• Strong stakeholder management

• Ability to coach for performance

• Strong customer centricity

• Good written and verbal communication skills

• Logical thinking

• Ability to manage conflicts 

• Attention to detail

• Ability to establish and maintain effective working relations with a wide variety of individuals

• Ability to work with a diverse team

• Continuous improvement mindset

Personality traits required:

• Confident

• Good oratory skills

• Assertiveness 

• Highly conscientious and diligent

• Ability to clearly articulate thoughts

• Integrity

• Trustworthiness

How We Partner To Protect You: TaskUs will neither solicit money from you during your application process nor require any form of payment in order to proceed with your application. Kindly ensure that you are always in communication with only authorized recruiters of TaskUs.

DEI: In TaskUs we believe that innovation and higher performance are brought by people from all walks of life. We welcome applicants of different backgrounds, demographics, and circumstances. Inclusive and equitable practices are our responsibility as a business. TaskUs is committed to providing equal access to opportunities. If you need reasonable accommodations in any part of the hiring process, please let us know.

EEO: TaskUs is proud to be an equal opportunity workplace and is an affirmative action employer. We celebrate and support diversity; we are committed to creating an inclusive environment for all employees. TaskUs people first culture thrives on it for the benefit of our employees, our clients, our services, and our community. 

We invite you to explore all TaskUs career opportunities and apply through the provided URL https://www.taskus.com/careers/.