Team Leader: Drive Customer Experience & Performance

TaskUs; Philippines; On-site; PHP 60,000 - 90,000; Full time

Job summary

TaskUs is hiring a Team Leader in the Philippines to drive daily operations, coach teammates, and ensure exceptional customer experience across channels (phone, email, live chat). You will monitor SLAs and KPIs, organize schedules, and report performance to clients. Prior outsourcing leadership, strong communication, and familiarity with Zendesk/CRM are required.

Flexible shifts offered. Join TaskUs to lead a People First culture with growth opportunities across a global BPO network.

Qualifications

• 2+ years as Team Leader in outsourcing or similar, managing 10+ teammates in customer support.
• Strong verbal and written communication skills.
• Experience with financial campaign support is a plus.
• Flexible to different shifts and multi-channel support (phone, email, chat).

Responsibilities

• Oversee day-to-day planning and operations of the team.
• Ensure SLA/KPI targets are met and reported.
• Schedule adherence and roster management.
• Coach and develop team through huddles and feedback sessions.
• Assess strengths/weaknesses and provide growth plans.
• Create performance reports for the client.
• Handle HR-related issues that arise.
• Act as liaison between management and the team.

Skills

Team Leadership

SLA/KPI management

Coaching & mentoring

Communication skills

Tools

ZenDesk

CRM tools

Job description

TaskUs is hiring a Team Leader in the Philippines to drive daily operations, coach teammates, and ensure exceptional customer experience across channels (phone, email, live chat). You will monitor SLAs and KPIs, organize schedules, and report performance to clients. Prior outsourcing leadership, strong communication, and familiarity with Zendesk/CRM are required.

Flexible shifts offered. Join TaskUs to lead a People First culture with growth opportunities across a global BPO network.