Team Leader

taskus; Hyderabad; On-site; INR 500,000 - 900,000; Full time

Job summary

TaskUs is hiring a Team Leader to manage a customer support team and drive performance across phone, email and live chat channels. You will coach teammates, ensure SLA/KPI targets are met, and partner with other departments to deliver outstanding customer experiences.

The ideal candidate has at least 1 year of leadership in a customer support setting, strong communication skills, and familiarity with Zendesk or similar CRM tools. Flexible shifts and a People First culture are valued.

Qualifications

• Need a leader with at least 1 year of Team Leader experience.
• Excellent verbal and written communication skills.
• Experience in phone, email and live chat customer support.
• Familiar with E-Commerce, Zendesk or other CRM tools; willing to work different shifts.

Responsibilities

• Lead day-to-day planning and operations of the team.
• Coach teammates through training sessions and huddles to improve performance.
• Ensure SLA adherence and KPI achievement for the team.
• Create performance reports and act as liaison between management and team.

Skills

Leadership

Team management

Communication

CRM tools

Tools

Zendesk

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.

Job Description

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.

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!

Equal Opportunity Employer

TaskUs is an Equal Opportunity Employer.

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.