Lead & Develop a High-Impact CX Team

TaskUs; Angeles; On-site; PHP 420,000 - 720,000; Full time

Job summary

TaskUs Pampanga is seeking a Team Leader to drive daily operations and performance for a customer support team in Angeles, Philippines. You will coach the team, manage schedules, and ensure strict adherence to SLAs and KPIs while collaborating with other departments to deliver exceptional client service.

The role requires 2+ years in a Team Leader capacity within outsourcing, plus 1 year of sales experience, strong communication skills, and comfort with diverse shifts.

Qualifications

• Two (2) years of Team Leader experience in outsourcing or similar, managing at least 10 teammates in a customer support role.
• At least 1 year sales experience.
• Excellent verbal and written communication skills;
• Above-average technical know-how.

Responsibilities

• Manage day-to-day planning and operations of the team.
• Ensure SLAs and KPIs are met by teammates.
• Organize schedules and team coverage.
• Train and coach the team; develop members.
• Evaluate strengths/weaknesses and provide growth solutions.
• Create performance reports and document client feedback.
• Handle HR-related issues and liaison between management and team.

Skills

Verbal & written communication

Coaching & mentoring

Team leadership

CRM tools familiarity

SLA & KPI management

Flexibility with shifts

Tools

Zendesk

Job description

TaskUs Pampanga is seeking a Team Leader to drive daily operations and performance for a customer support team in Angeles, Philippines. You will coach the team, manage schedules, and ensure strict adherence to SLAs and KPIs while collaborating with other departments to deliver exceptional client service.

The role requires 2+ years in a Team Leader capacity within outsourcing, plus 1 year of sales experience, strong communication skills, and comfort with diverse shifts.