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Customer Experience Operations Lead

3 weeks ago

Angeles City, Central Luzon, Philippines TaskUs Full time
About TaskUs: TaskUs is a pioneering provider of outsourced digital services and next-generation customer experience to fast-growing technology companies. Our mission is to help clients represent, protect and grow their brands by leveraging cloud-based infrastructure. We serve clients in the fastest-growing sectors, including social media, e-commerce, gaming, streaming media, food delivery, ride-sharing, HiTech, FinTech, and HealthTech.

We have expanded our workforce to approximately 45,000 employees globally. With a presence in twenty-three locations across twelve countries, we continue to push the boundaries of innovation and excellence. At TaskUs, we 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.

The Role of an Operations Manager: As a leader of your department, you will be responsible for helping Teammates and Team Leaders reach their fullest potential and meet their KPIs/Targets consistently to deliver a Ridiculously Good customer experience to our clients. Your tasks will center on managing relationships with Teammates and Team Leaders, and developing their daily work-related skills and practices.

In this role, you will:
  1. Devise effective plans on how each Teammate and Team Leader could reach their targets;
  2. Identify the strengths and weaknesses of Teammates and Team Leaders and guide/develop them accordingly;
  3. Assign tasks that would capitalize on Teammates and Team Leaders' strengths while addressing their weaknesses;
  4. Gain the trust and respect of your team members, which includes reaching out, having short chit-chats, and conducting regular one-on-one sessions that make them feel valued and respected;
  5. Add, improve, or eliminate daily processes and practices to bolster the aforementioned duties and responsibilities.

Requirements: To succeed in this role, you must possess:
  • At least 3 years of working experience in customer experience operations and management roles
  • At least 1 year of sales experience
  • Skills in leading and managing an operations team
  • A good track record of meeting and delivering targets
  • Great verbal and written communication skills
  • Aptitude for multi-tasking and working in a fast-paced environment
  • Ability to take the lead in analyzing situations and data