Team Leader | Bulacan

TaskUs; Meycauayan; On-site; PHP 670,000 - 893,000; Full time

Job summary

TaskUs in the Philippines is seeking a Team Leader to guide a customer support team and drive performance across phone, email, and live chat channels. You will coach teammates, manage schedules, and ensure service levels and KPIs are met to deliver exceptional client experiences.

The role requires hands-on leadership, strong communication, and the ability to collaborate with cross-functional teams. This position offers growth within a fast-paced outsourcing environment.

Qualifications

• At least two years of Team Leader experience in outsourcing or a similar company.
• Must have managed a minimum of 10 teammates.
• Excellent verbal and written communication skills.
• Above-average technical know-how.
• Experience in phone, email, and live chat support.
• Familiar with e-Commerce and CRM tools such as ZenDesk.
• Willingness to work on different shifts.

Responsibilities

• Manage day-to-day planning and operations of the team.
• Ensure SLAs and KPIs are met.
• Organize team schedules and coverage.
• Coach through team huddles and training sessions.
• Evaluate strengths and weaknesses of teammates.
• Create performance reports and provide feedback to the client.
• Collaborate with other departments as liaison.
• Address HR-related issues.
• Propose solutions for team growth.
• Think creatively to improve processes.

Skills

Team leadership

Customer service

Communication

Coaching

Tools

ZenDesk

CRM tools

Live chat platforms

Job description

About the role

As a Team Leader, you will provide the best customer experience for your clients through your team. You will drive the performance of your Teammates for them to continuously hit their goals, coach and manage them, and act as a bridge between your Teammates and other departments.

Key responsibilities

• 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
• Act as the liaison between the management and your team

About you

• 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
• Flexibility and willingness to work on different shifts