Team Leader | Bohol

TaskUs; Bohol; On-site; PHP 42,000 - 65,000; Full time

Job summary

TaskUs in the Philippines is seeking a Team Leader to guide a customer support team and drive performance across channels.

Lead day-to-day operations, ensure SLAs and KPIs are met, and coach teammates through regular huddles. Collaborate with other departments to resolve issues.

Ideal candidates have 2+ years in outsourcing as a team lead with 10+ teammates, strong communication, and experience with e-commerce and Zendesk.

Qualifications

• At least two (2) years of Team Leader experience in outsourcing or similar, managing 10+ teammates in a customer support role.
• Excellent verbal and written communication skills.
• Above-average technical know-how.
• Experience in phone, email, and live chat customer support.
• Familiarity with e-Commerce and CRM tools (e.g., Zendesk).
• Willingness to work across different shifts.

Responsibilities

• Manage day-to-day planning and operations of your team.
• Ensure SLAs and KPIs are met by teammates.
• Organize and manage the team and schedules.
• Train and develop the team through huddles and coaching.
• Evaluate strengths and weaknesses of teammates.
• Propose growth solutions for the team.
• Create reports on team performance and document client feedback.
• Handle HR-related issues.
• Think creatively to solve problems.
• Act as liaison between management and the team.

Skills

Team Leadership

Customer Support

Communication

CRM Tools

Zendesk

E-commerce

Multichannel Support

Shift Flexibility

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 45,000 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.

What does a Team Leader do?

Imagine yourself going to work to provide the best customer experience for your clients through your team. At the same time, as you look at your tasks for the day, you must drive the performance of your Teammates for them to continuously hit their goals. You must coach and manage them and act as a bridge between your Teammates and the other departments.

As a Team Leader, you will:

• Manage day-to-day planning and operations of your team;
• Make sure that each of your Teammates delivers on his/her Service Level Agreements (SLAs) and achieves his/her Key Performance Indicators (KPIs);
• Organize and handle the team and make sure everyone adheres to their schedules;
• Train and help in the development of your team by conducting team huddles and coaching sessions;
• Evaluate the strengths and weaknesses of your Teammates;
• Offer solutions for your team’s growth and development;
• Create reports of your team’s performance and document feedback from your client;
• Manage issues that might arise, including HR-related ones;
• Think of solutions creatively; and
• Act as the liaison between the management and your team.

Do you have what it takes to be a Team Leader?

Requirements:

• At least two (2) years of relevant Team Leader experience in an outsourcing or similar company, managing a minimum of 10 teammates while working in a customer support role;
• Excellent verbal and written communication skills;
• Above-average technical know-how;
• Previous experience working in phone, email, and live chat customer support roles;
• Familiarity with e-Commerce, ZenDesk, or any other CRM tools; and
• Flexibility and willingness to work on different shifts.

How We Partner To Protect You:

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.

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.