Team Leader, Customer Experience & Performance

TaskUs; Philippines; On-site; PHP 446,000 - 781,000; Full time

Job summary

TaskUs in the Philippines seeks a Team Leader to drive daily operations and coach a team of agents to meet SLAs and KPIs. You will organize shifts, report performance, and liaise between the team and management.

Strong leadership, 2+ years in a similar role, and sales exposure are required. Familiarity with Zendesk and CRM tools, plus experience in phone, email, and live chat support, will help you succeed at TaskUs.

Qualifications

• Two or more years of Team Leader experience in outsourcing or similar, managing a team of 10+.
• At least 1 year of sales experience.
• Excellent verbal and written communication skills.
• Experience in phone, email, and live chat customer support.
• Familiarity with e-Commerce, Zendesk, or any CRM tools.

Responsibilities

• Manage day-to-day planning and operations of your team.
• Ensure SLAs and KPIs are met by teammates.
• Organize schedules and staff coverage.
• Train and coach the team through huddles and coaching sessions.
• Evaluate strengths/weaknesses and develop the team.
• Create performance reports and document client feedback.
• Handle HR-related issues and act as liaison between management and team.

Skills

Team Leadership

Customer Support

Communication

Sales experience

Shift flexibility

Tools

Zendesk

CRM tools

Job description

TaskUs in the Philippines seeks a Team Leader to drive daily operations and coach a team of agents to meet SLAs and KPIs. You will organize shifts, report performance, and liaise between the team and management.

Strong leadership, 2+ years in a similar role, and sales exposure are required. Familiarity with Zendesk and CRM tools, plus experience in phone, email, and live chat support, will help you succeed at TaskUs.