Senior Team Leader T1 ERT

TaskUs•Chandler, AZ

11d•Onsite

About The Position

As a Senior Team Leader, you will serve as a critical bridge between high-level strategy and daily execution. You will be responsible for the health, compliance, and professional development of our ERT operations teams. Your mission is to ensure 24/7/365 operational continuity while driving excellence in training, talent retention, and cross-functional collaboration.

Requirements

Proven experience managing complex schedules and multi-site operations in a high-stakes, 24/7 environment.
Ability to perform Root Cause Analysis (RCA) and translate trends and attrition data into operational excellence.
Strong interpersonal skills to resolve QA disputes and lead through influence across different sites (PHX).
A passion for coaching and building a talent pipeline.
Familiarity with workforce management tools, Buganizer (or similar ticketing systems), and compliance tracking software.

Responsibilities

Monitor real-time training compliance across all of Tier 1.
Partner with Team Leads (TLs) to resolve exceptions and oversee the decertification process for agents.
Act as the primary point of contact for Buganizer escalations, tracking trends to provide TLs with actionable feedback and system improvements.
Conduct regular audits of FRS and RA profiles to ensure data accuracy for all Teammates.
Strategically manage TL schedules to ensure seamless operational coverage across Phoenix (PHX) sites.
Develop and implement uniform processes to monitor and mitigate "shrinkage," ensuring labor hours are optimized and team productivity remains high.
Lead daily TL syncs to communicate rapid operational changes, address immediate roadblocks, and align the leadership team on ERT team goals.
Facilitate the transition of new hires by preparing onboarding strategies and TL assignments.
Collaborate with the LX (Learning Experience) team to address post-training needs and graduation milestones.
Conduct second-round external interviews for Tier 1 (T1) candidates, ensuring a high bar for cultural fit and technical competency.
Represent the operations team in QA dispute resolutions.
Work closely with the Quality team to resolve grading discrepancies and ensure TLs are briefed on trends affecting their team's performance.
Conduct Root Cause Analysis (RCA) on team attrition.
Translate data into actionable retention strategies and solutions to stabilize and grow the workforce.
Direct the daily duties and long-term projects of the Fleet Response Expert (FREx) team, ensuring their output aligns with broader goals for the ERT teams.