Team Leader | Ortigas

LizardBear Tasking, Inc. (PEZA); Pasig; On-site; PHP 558,000 - 893,000; Full time

Job summary

TaskUs is seeking a Team Leader to manage day-to-day operations for a customer support team in the Philippines. The role requires guiding at least 10 teammates, meeting SLAs and KPIs, and coordinating shifts across channels including phone, email, and live chat.

The ideal candidate has 2+ years of Team Leader experience in outsourcing and familiarity with CRM tools, ZenDesk, and multichannel support environments. This on-site position emphasizes People First culture and growth opportunities.

Qualifications

• Two years+ as Team Leader in outsourcing or similar, with 10+ teammates.
• One year+ experience supporting a financial campaign.
• Excellent verbal and written communication skills.
• Experience in phone, email and live chat customer support.

Responsibilities

• Manage day-to-day planning and operations of your team.
• Ensure teammates meet SLAs and KPIs.
• Organize team schedules and attendance.
• Coach and develop your team through huddles and training.
• Evaluate strengths and address weaknesses, provide growth plans.
• Create performance reports and document client feedback.
• Handle HR-related issues and escalate as needed.
• Serve as liaison between management and the team.

Skills

Team Leader

Communication skills

Technical know-how

Shift flexibility

Multichannel support

CRM tools

Financial campaigns

Tools

ZenDesk

CRM tools

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 60,000 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.

What does a Team Leader do?

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

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;
• Minimum of one year experience supporting a financial campaign;
• 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.

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. We have state-of-the-art workspaces, top-notch benefits, and some of the best teammates in the world. No matter where you are around the globe, we invest in you and your career growth.