Customer Experience Team Manager

1 month ago

Navi Mumbai, Maharashtra, India TaskUs Full time

About TaskUs:

TaskUs is a provider of outsourced digital services and next-generation customer experience to fast-growing technology companies. Our mission is to help our clients represent, protect, and grow their brands. We leverage a cloud-based infrastructure to serve 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 us to expand our workforce to approximately 45,000 employees globally. We have a presence in twenty-three locations across twelve countries, including the Philippines, India, and the United States.

We started with one ridiculously good idea to create a different breed of Business Processing Outsourcing (BPO). At TaskUs, we 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.

Job Summary:

We are seeking a Team Lead to manage the day-to-day planning and operations of our team. The ideal candidate will have at least one year of relevant Team Lead experience managing at least 10 teammates while working in a customer support role within an outsourcing or similar company. The Team Lead will be responsible for ensuring that each team member delivers on their Service Level Agreement (SLA) and achieves their Key Performance Indicators (KPIs). The Team Lead will also be responsible for managing the team, making sure everyone adheres to their schedules, and being organized and able to handle responsibility.

Key Responsibilities:

  • Manage the day-to-day planning and operations of the team.
  • Ensure that each team member delivers on their Service Level Agreement (SLA) and achieves their Key Performance Indicators (KPIs).
  • Manage the team, making sure everyone adheres to their schedules.
  • Be organized and able to handle responsibility.
  • Train and help in the development of team members by conducting team huddles, coaching sessions, and recognizing weaknesses.
  • Act as a liaison between management and the team.

Requirements:

  • At least one year of relevant Team Lead experience managing at least 10 teammates while working in a customer support role within an outsourcing or similar company.
  • Excellent verbal and written communication skills.
  • Above-average technical know-how.
  • Previous experience working in email and live chat customer support roles.
  • Familiarity with E-Commerce, ZenDesk, or any other CRM tools.

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.

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