Team Leader | Ortigas

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

**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. 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; ● 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; and ● Flexibility and willingness to work on different shifts.