Team Leader | Pampanga

TaskUs; Pampanga; On-site; PHP 480,000 - 640,000; Full time

Job summary

TaskUs in the Philippines is seeking a Team Leader to guide a customer support team and ensure top service quality. You will coach teammates, monitor performance, and collaborate with other departments to meet client expectations.

The role requires hands-on leadership, strong communication, and a proven track record in outsourcing or similar environments. You will drive SLAs, KPIs, and daily schedules while fostering aPeople First culture.

Qualifications

• At least 2 years of Team Leader experience in outsourcing or similar, managing 10+ teammates in a customer support context.
• At least 1 year of sales experience.
• Excellent verbal and written communication skills.
• Familiarity with e-Commerce and CRM tools.

Responsibilities

• Manage day-to-day planning and operations of the team.
• Ensure teammates meet SLAs and KPIs.
• Organize and monitor team schedules and adherence to shifts.
• Train and coach team members through regular sessions.
• Evaluate strengths and development areas of teammates.
• Provide solutions for team growth and performance improvements.
• Create reports on team performance and collect client feedback.
• Act as liaison between management and the team.

Skills

Team Leadership

Customer Support

Verbal and Written Communication

Sales Experience

CRM Tools

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;
• At least 1 year sales experience
• 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

Critical requirement for this specific campaign: Must have a valid 4-wheels driving license

How We Partner To Protect You:

TaskUs will neither solicit money from you during your application process nor require any form of payment in order to proceed with your application. Kindly ensure that you are always in communication with only authorized recruiters of TaskUs.

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.