Team Leader

TaskUs; Dadri; On-site; INR 420,000 - 540,000; Full time

Job summary

TaskUs is seeking a Team Leader in India to drive day-to-day planning and operations for a high-performing customer support team. You will ensure adherence to SLAs and KPIs, coach teammates, and manage coaching sessions to close skill gaps.

Applicants should have at least 1 year of Team Leader experience handling 10+ teammates in a BPO context, with strong verbal and written English, and familiarity with phone, email and live chat channels. CRM tools like Zendesk are a plus.

Qualifications

• Minimum 1 year as Team Leader managing 10+ teammates in a customer support/outsourcing environment.
• Excellent verbal and written communication skills.
• Experience with phone, email, and live chat support is a plus.

Responsibilities

• Lead day-to-day planning and operations of the team to meet SLAs and KPIs.
• Coach and develop team members through huddles and training sessions.
• Create performance reports and communicate feedback to clients; liaison with management.

Skills

Team Leadership

Customer Support

CRM Tools

Verbal & Written Communication

Tools

Zendesk

CRM software

Job description

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, 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.

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 team's 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 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, ZenDesk, or any other CRM 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!

TaskUs is an Equal Opportunity Employer

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 https://www.taskus.com/careers/ .

TaskUs is proud to be an equal opportunity workplace and is an affirmative action employer. We celebrate and support diversity; we are committed to creating an inclusive environment for all employees. TaskUs people first culture thrives on it for the benefit of our employees, our clients, our services, and our community.