Team Leader Roadside Assistance - Tampa

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 60,000 employees globally. Presently, we have a presence in twenty-three locations across twelve countries, including the Philippines, India, and the United States. TaskUs understands 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. We actively encourage internal mobility and professional growth at all stages of an employee's career within TaskUs.

Pay

Salary Range: $54,000.00 - $82,000.00 per year.

The base salary range represents the low and high end of the anticipated salary range for this position across our US locations. The "pay scale" provided is a good faith estimate of the range the employer reasonably expects to pay for the position at the time of hire. Actual salary will be determined based on various factors including, but not limited to, the candidate's qualifications, experience, skills, and specific geographic location.

Benefits

• Medical, dental, and vision insurance
• 401(k) with company match
• Paid time off including vacation, sick leave, and holidays

About the Role

Think of yourself as one of the leaders of the operations department. Team Leads go to work with one thing in mind: to provide the best customer experience to our clients. They drive the performance of teammates to continuously hit their goals. As a Team Lead, you will coach and manage teammates and act as a bridge between your teammates and other departments. You will manage the day-to-day planning and operations of your team, ensuring each teammate delivers on their Service Level Agreement (SLA) and achieves their Key Performance Indicators (KPIs).

A critical part of the role is training and developing your team through team huddles and coaching sessions to help them improve and grow. You must be adept at creating reports of your team's performance and documenting feedback from your client. You will effectively manage issues that might arise, including HR-related ones, and act as the liaison between management and your team.

Responsibilities

• Mentor, coach, and monitor a team of Roadside Assistance Specialists on a weekly basis
• Provide weekly reporting of the team's KPI metrics and performance to the Operations Manager
• Monitor and review Team Members' KPIs through data analysis of client dashboards
• Act as the point of contact for on-shift Roadside Assistance Specialists to assist in the following:
  • Safely recovering autonomous vehicles
  • Towing of vehicles
  • Liaison of Roadside Assistance Specialists needs to cross departments
  • Shuttle services
  • Break coverage
• Provide the highest level of communication between cross departments
• Serve as a subject matter expert who provides continuous improvement ideas and solutions to in-field challenges
• Set the standards and expectations of your team through your conduct, work ethic, integrity, and character
• Ensure that all Team Members adhere to the company's Code of Conduct
• Support the learning and development of our Roadside Assistance Specialists

Roadside Assistance Specialist Overview

Think of yourself as someone responsible for ensuring that the transportation of our passengers is safe and effective, and ensuring that our fleet operations can continue on their transportation missions with minimal delays. Imagine yourself as the "rescue expert" responsible for ensuring safe and secure troubleshooting and problem-solving of vehicle mission error types and other obstacles that may impede or prevent the successful completion of our passengers' rides.

Roadside Assistance Specialist Responsibilities

• Maintain TaskUs's high standard of safety, inside and outside of the vehicle
• Demonstrate situational awareness, an understanding of the technology in your care, and a willingness to constantly adjust to changes in the environment
• Be the deputy for technology by communicating courteously with management, engineers, and the public
• Operate/Drive in single and/or dual driving mode for 6-8 hours a day alone or with a co-driver, five days a week; able to sit still for long periods
• Respond quickly to changing and potentially high-pressure environments
• Work mostly individually but also in small groups of 2-10 people
• Monitor multiple software systems with constant focus
• Provide concise, clear, and accurate verbal and written feedback regarding the vehicle's operations
• Complete daily reports and document procedures and tests
• Interact with the public and educate them on self-driving technology
• Operate self-driving vehicles on both defined and undefined routes, including a variety of environmental conditions
• Operate onboard data recording computers
• Comfortably ride as a passenger in a self-driving vehicle, where the driver may have little control over the vehicle's operations
• Safely set up driverless vehicles
• Safely operate a non-autonomous vehicle while monitoring the location of a driverless vehicle(s)
• Responsible for the safe recovery of the autonomous vehicle, which includes but is not limited to:
  • Parking safely behind the driverless vehicle
  • Setting up protection
  • Disengaging the self-driving car
  • Driving the car to a safe location
• Apply safety procedures to any situation involving the rescue of a self-driving car
• Exercise excellent customer service while assisting passengers of the driverless vehicle to disembark, board the rescue vehicle, and safely drive passengers to their destination
• Comply with TaskUs's Autonomous Vehicle Division zero-tolerance policy regarding the use of alcohol or drugs by self-driving vehicle operators during a shift, including randomized drug testing
• Remove stalled vehicles from surface streets and lanes of travel, and remove vehicles from the lane once the situation has been stabilized
• Coordinate with local law enforcement agencies, as needed
• Respond to emergency roadside assistance calls based on the ETA provided and within appropriate SLAs
• Drive a safe vehicle to and from specified destinations safely and follow all state, local laws, and DOT regulations
• Focus on safety and compliance including the real-time reporting of any accidents and incidents encountered on the road, monitoring of road conditions, and following all applicable traffic laws
• Other duties as required

Requirements

• At least 2 years of prior relevant people management experience
• Strategic thinker with strong analytical and creative problem-solving skills
• Experience providing constructive criticism and implementing corrective action plans
• High-level understanding of customer confidentiality standards
• Passion for the development of teammates