Team Leader

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.

The Team Leader is primarily responsible for supervising and managing a team of customer service representatives to ensure efficient daily operations, high-quality customer service, and achievement of performance targets. The role includes monitoring team performance using key metrics, providing coaching and training to improve skills and morale, and handling escalated customer issues. Team leaders also manage scheduling, attendance, and shift coverage, ensuring service level agreements (SLAs) are met.

Key responsibilities typically include:

• Overseeing and supporting a team of agents to meet individual and team goals.

• Conducting regular performance reviews, coaching sessions, and training tailored to agents' needs.

• Resolving complex or escalated customer complaints effectively.

• Analyzing performance data and preparing reports to identify areas for improvement.

• Motivating team members to maintain high morale and productivity.

• Collaborating with other departments to resolve issues and implement best practices.

• Managing attendance, scheduling, and ensuring adequate coverage during peak times.

• Upholding company policies and ensuring adherence to quality standards and compliance.

Essential skills for this role include strong communication, problem-solving, empathy, organizational abilities, and analytical thinking to use data for performance tracking and decision-making. Experience in a supervisory or leadership position within a call center environment is generally required.

This role is crucial for maintaining customer satisfaction and operational efficiency by providing leadership, support, and strategic guidance to the team.

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.

We invite you to explore all TaskUs career opportunities and apply through the provided URL