Team Lead

Taskus; Gurugram District; On-site; INR 500,000 - 700,000; Full time

Job summary

Taskus in Gurugram is hiring a Team Leader to drive customer experience by coaching a 10+ member team and ensuring daily SLA and KPI targets are met. You will train, motivate and develop teammates, and deliver performance reports to clients.

The role requires strong verbal and written communication skills, experience leading a customer support team, and familiarity with CRM tools. Flexible shifts and cross-functional collaboration are a plus.

Qualifications

• College or vocational school graduation as a qualification.
• At least 1 year of Team Leader experience managing 10+ teammates in a customer support role.

Responsibilities

• Coach and manage teammates to meet SLAs and KPIs.
• Plan and oversee day-to-day operations of the team.
• Create reports on team performance and feedback for clients.
• Act as liaison between the team and other departments.
• Train and develop team through coaching sessions and huddles.

Skills

Verbal communication

Written communication

Team leadership

Customer service

Education

College degree or vocational school

Tools

CRM tools

Job description

Role & responsibilities

Imagine yourself going to work with one thing on your mind: to provide the best

customer experience to your clients. As you look at your tasks for the day, you should

be able to drive the performance of teammates in order for them to continuously hit

their goals. You must be able to coach and manage the teammates under your

supervision and act as a bridge between your teammates and the other departments.

Being a Team Leader, you will manage the day-to-day planning and operations of your

team. This includes making sure that each of your Teammates delivers on their Service

Level Agreement (SLA) and achieve their Key Performance Indicators (KPIs). As Team

Leader, you are in charge of managing the team and making sure everyone adheres to

their schedules. You must be organized and be able to handle responsibility. A critical

part of the role is to be able to train and help in the development of your team, by

conducting team huddles, coaching sessions, and recognizing weaknesses - so you

can offer solutions to help them improve and grow. Through that, your team will be able

to deliver a superior customer experience - which is the main thrust of your department.

You must be adept at creating reports of your teams performance and documenting

feedback from your client. You must be able to effectively manage issues that might

arise (including HR related ones); not to mention, being creative in terms of thinking of

solutions; and acting as the liaison between management and your team.

So, do you have what it takes to be a Team Leader?

Requirements:

So, what are we looking for?

We need someone who has the skills to call themselves a Leader. Someone with

college or vocational school graduation as a qualification and has at least one (1) year

of relevant Team Leader experience managing at least 10+ teammates while working in

a customer support role within an outsourcing or similar company. We need someone

with excellent verbal and written communication skills along with above-average

technical know-how.

If you have previous experience working on the phone, email and live chat customer

support roles, then that’s a plus in your favor. If you’re familiar with E-Commerce,

Customer service, or any other tools; flexible and willing to work different shifts - then

we definitely want to talk to you.

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy

Your career with us!

Preferred candidate profile