Team Leader

TaskUs Outsourcing Philippines, Inc.; Greater Noida; On-site; INR 600,000 - 1,200,000; Full time

Job summary

TaskUs Outsourcing Philippines, Inc. is seeking a Team Leader to oversee daily operations for a 10+ member customer support team in our India delivery site. You will coach teammates, manage schedules, monitor SLA/KPI delivery, and act as liaison with other departments to ensure a seamless client experience.

The role emphasizes coaching, performance reporting, and problem-solving to drive superior service. Strong communication and CRM familiarity are required; flexibility across shifts is

Qualifications

• At least one year of Team Leader experience managing 10+ teammates in a customer support role.
• Excellent verbal and written communication skills.
• Experience working on phone, email and live chat customer support.
• Familiar with E-Commerce, Zendesk or other CRM tools; flexible with shifts.

Responsibilities

• Drive performance of teammates to meet goals.
• Coach and manage teammates; bridge between teams.
• Manage day-to-day planning and operations of the team.
• Ensure SLA and KPI delivery for all teammates.
• Adhere to schedules and maintain organization.
• Conduct team huddles, coaching sessions and provide development feedback.
• Create reports on team performance and client feedback.
• Manage issues including HR-related ones and propose solutions.

Skills

Team Leadership

Coaching

SLA/KPI management

Customer support

Communication

Tools

Zendesk

CRM tools

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.

Job Overview

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.

Responsibilities

• You must 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.

Requirements

• 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.
• excellent verbal and written communication skills along with above-average technical know-how.
• previous experience working on the phone, email and live chat customer support roles.
• familiar with E-Commerce, ZenDesk, or any other CRM tools; flexible and willing to work different shifts.

Equal Opportunity Employer / DEI

TaskUs is an Equal Opportunity Employer.

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.

Hiring Process & Security

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.