Team Leader

Taskus; Mohali; On-site; INR 420,000 - 560,000; Full time

Job summary

Taskus in Mohali is seeking a Team Leader to manage daily planning and operations for a customer support team. You will ensure each teammate delivers on SLA and KPIs while maintaining schedules and coordinating with management.

You will train and develop the team through coaching sessions, team huddles, and performance feedback to deliver a superior customer experience. Reporting and HR issue handling are also part of the role.

Qualifications

• Minimum 1 year of team leader experience managing 10+ teammates in a customer support outsourcing or similar environment.
• Excellent verbal and written communication skills.
• Familiarity with phone, email and live chat support; knowledge of CRM tools is a plus.

Responsibilities

• Oversee day-to-day planning and operations of the team.
• Ensure teammates meet SLAs and KPIs.
• Coach, train, and develop team members through huddles and coaching sessions.
• Create and maintain performance reports and document client feedback.
• Act as liaison between management and the team; handle HR-related issues and escalate as needed.

Skills

Team leadership

Team management

Communication skills

Coaching & training

Reporting

HR liaison

Tools

Zendesk

Job description

• 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 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 thats a plus in your favor. If youre 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.