Description
Imagine yourself as a Team Leader at TaskUs, providing the best customer experience for clients through your team. Your tasks for the day will involve driving the performance of your teammates, ensuring they hit their goals, coaching and managing them, and acting as a bridge between your teammates and other departments.
As a Team Leader, you will:
- Manage day-to-day planning and operations of your team
- Ensure each teammate delivers on Service Level Agreements (SLAs) and achieves Key Performance Indicators (KPIs)
- Organize and handle the team, adhering to schedules
- Train and help develop your team through team huddles and coaching sessions
- Evaluate teammate strengths and weaknesses
- Offer solutions for team growth and development
- Create reports on team performance and document client feedback
- Manage issues, including HR-related ones
- Think creatively
- Act as a liaison between management and your team
Requirements:
- At least two years of relevant Team Leader experience in an outsourcing or similar company, managing a minimum of 10 teammates in a customer support role
- Excellent verbal and written communication skills
- Above-average technical know-how
- Previous experience working in phone, email, and live chat customer support roles
- Familiarity with e-Commerce, ZenDesk, or other CRM tools
- Flexibility and willingness to work on different shifts