Customer Support Team Leader

TaskUs; Pasig; Presencial; PHP 446.000 - 725.000; Jornada completa

Descripción de la vacante

TaskUs is seeking a Team Leader to drive day-to-day planning and performance for a customer support team in Pasig. You will coach teammates, ensure SLAs/KPIs are met, and coordinate with other departments to deliver exceptional service.

You will manage schedules, run coaching sessions, and report on team performance while addressing HR-related issues and service improvements. Collaboration with clients is essential in this role.

Formación

• At least two (2) years of Team Leader experience in outsourcing or similar, supervising 10+ teammates.
• Minimum of one year experience supporting a financial campaign.
• Excellent verbal and written communication skills.
• Above-average technical know-how.
• Recent experience in phone, email, and live chat customer support roles.
• Familiarity with e-Commerce and CRM tools, including Zendesk.
• Flexibility to work across different shifts.

Responsabilidades

• Manage day-to-day planning and operations of your team.
• Ensure teammates meet SLAs and KPIs.
• Organize and manage schedules for the team.
• Train and develop the team through huddles and coaching sessions.
• Evaluate strengths and weaknesses of teammates.
• Offer solutions for team growth and development.
• Create reports on team performance and document client feedback.
• Handle issues including HR-related ones.
• Serve as liaison between management and the team.

Conocimientos

Team Leadership

Verbal and written communication

Coaching

Flexibility

Customer-centric mindset

Herramientas

Zendesk

Descripción del empleo

TaskUs is seeking a Team Leader to drive day-to-day planning and performance for a customer support team in Pasig. You will coach teammates, ensure SLAs/KPIs are met, and coordinate with other departments to deliver exceptional service.

You will manage schedules, run coaching sessions, and report on team performance while addressing HR-related issues and service improvements. Collaboration with clients is essential in this role.