Description
TaskUs is seeking a Team Leader to provide the best customer experience for clients through their team. The successful candidate will drive team performance, coach and manage team members, and act as a bridge between the team and other departments.
Responsibilities:
- Manage day-to-day planning and operations of the team
- Ensure team members deliver on Service Level Agreements (SLAs) and achieve Key Performance Indicators (KPIs)
- Organize and handle the team, ensuring adherence to schedules
- Train and develop team members through team huddles and coaching sessions
- Evaluate team member 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 and come up with solutions
- Act as a liaison between management and the team
Requirements:
- At least 1 year of FinTech or Financial experience in BPO
- At least 2 years of relevant Team Leader experience in an outsourcing or similar company, managing a minimum of 10 teammates
- 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