Team Lead - Fleet Response

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 45,000 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.

Requirements:

So, what is it we’re looking for? Well since this is a Team Lead we need someone with at least 2 years of prior relevant people management experience. 

Now let’s get technical. We’re looking for someone who is a strategic thinker with strong analytical and creative problem-solving skills. Someone with experience providing constructive criticism and implementing corrective action plans. 

What else? Well, we need someone who has a high-level understanding of customer confidentiality standards and also has a passion for the development of teammates.

About Us:

We are a collective of highly capable humans, who understand how to deploy technology and data to best serve your purpose. From Digital CX to Content Security, AI Operations, Consulting, and anything in between, we consider ourselves responsible for protecting our partners’ interests and supporting their long term success through innovation and technology—powered by ridiculously smart people.

TaskUs partners with the world’s most innovative and disruptive brands to protect what matters most and to thrive in an ever changing world.

POSITION SUMMARY

The Team Leader will drive performance of the teammates to continuously hit metrics and goals. His role is to coach, motivate and engage teammates to ensure that they are a productive resource to TaskUs. He will also act as a liaison between the teammates and other departments.

SPECIFIC RESPONSIBILITIES

• To manage the day–to-day planning, operation and problem-solving of a team of agents to meet with the required service level components, standards and sales targets, to develop the team to ensure delivery of a consistently superior customer experience by highly knowledgeable and customer-focused agents and to act as the communication conduit between Frontliner's and Management. To offer creative solutions.

• Delivery of team sales, service level components, quality and productivity targets & indicators.

• People Management, including all HR related issues, as well as staff development.

• Operational Management: Managing the floor, adherence to schedule.

• Ownership and problem resolution.

• Call monitoring, coaching and feedback, responsibility for delivery of the defined customer experience in every call.

• Training and development of staff.

• Motivation, leadership for a team of 17 and developing future leaders.

• Recommendations for product and process development based on customer feedback and analysis of the same.

• Conducting performance appraisal for the team.

• Contribute for the initial hiring and selecting process of the front line.

• Compiling reports