Team Lead (Temp)

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 sectors including social media, e-commerce, gaming, streaming media, food delivery, ride-sharing, HiTech, FinTech, and HealthTech. With a People First culture, TaskUs has expanded its workforce to approximately 60,000 employees across twenty-three locations in twelve countries, including the Philippines, India, and the United States.

About the role

The Team Leader will drive team performance to continuously meet metrics and goals by coaching, motivating, and engaging teammates. This role acts as a liaison between teammates and other departments, ensuring productivity and a superior customer experience.

Responsibilities

• Manage day-to-day planning, operations, and problem-solving for a team of agents to meet service level components, standards, and sales targets.
• Develop the team to deliver a consistently superior customer experience through knowledgeable and customer-focused agents.
• Act as the communication conduit between frontline agents and management.
• Deliver team sales, service level components, quality, and productivity targets.
• Handle people management, including HR-related issues and staff development.
• Oversee operational management, including floor management and schedule adherence.
• Take ownership of problem resolution, call monitoring, coaching, and feedback.
• Train and develop staff, fostering motivation and leadership for a team of 17 while identifying future leaders.
• Recommend product and process improvements based on customer feedback and analysis.
• Conduct performance appraisals for the team.
• Contribute to the hiring and selection process of frontline agents.
• Compile reports on team performance and customer feedback.
• Serve as a focal point for disseminating information between management and the team.
• Work closely with team members to solve customer problems and address agent weaknesses.
• Offer solutions for process and product improvements to management.
• Make decisions to improve revenue generation and customer satisfaction related to call handling and call center processes.
• Exercise supervisory authority for charge reversals.
• Determine training requirements for team members and adjust targets to suit business needs.
• Handle all HR-related issues, including appraisals, confirmations, promotions, and terminations.

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 diverse individuals.
• Continuous improvement mindset.

Qualifications

• Confident with good oratory skills.
• Assertiveness.
• Highly conscientious and diligent.
• Ability to clearly articulate thoughts.
• Integrity and trustworthiness.

Benefits

• Comprehensive benefits package including medical, dental, and vision insurance.
• 401(k) with company match.
• Paid time off, including vacation, sick leave, and holidays.

Pay

The base salary range for this position is $54,000.00 - $82,000.00 per year across US locations. Actual salary will be determined based on the candidate's qualifications, experience, skills, and specific geographic location.