Team Leader

We are seeking a Team Leader to drive performance of teammates to continuously hit metrics and goals. The successful candidate will coach, motivate, and engage teammates to ensure they are a productive resource to TaskUs. They will also act as a liaison between teammates and other departments.

Responsibilities:

• Manage day-to-day planning, operation, and problem-solving of a team of agents to meet service level components, standards, and sales targets
• Develop the team to ensure delivery of a consistently superior customer experience by highly knowledgeable and customer-focused agents
• Act as the communication conduit between Frontliner's and Management
• 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 to 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 vice versa
• Work closely with team members to solve customer problems
• 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

What We Offer:

• Competitive industry salaries
• Comprehensive benefits package including medical, dental, and vision insurance; 401(k) with company match; and paid time off including vacation, sick leave, and holidays
• Salary Range: $54,000.00 - $82,000.00 per year