Team Leader - Roadside Assistance (Philadelphia)-1

TaskUs•Philadelphia, PA

1d•Onsite

About The Position

TaskUs is a provider of outsourced digital services and next-generation customer experience to fast-growing technology companies. The People First culture at TaskUs has enabled the company to expand its workforce to approximately 45,000 employees globally. TaskUs understands 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. 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. The Team Lead role is part of the operations department, responsible for providing the best customer experience to clients by driving the performance of teammates to continuously hit their goals. The Team Lead coaches and manages teammates, acts as a bridge between teammates and other departments, and manages the day-to-day planning and operations of their team. This includes ensuring teammates deliver on their Service Level Agreement (SLA) and achieve their Key Performance Indicators (KPIs), adhering to schedules, and supporting learning and development through team huddles and coaching sessions. The role also involves creating performance reports, documenting client feedback, managing issues (including HR-related ones), and acting as a liaison between management and the team.

Requirements

At least 2 years of prior relevant people management experience
Strategic thinker with strong analytical and creative problem-solving skills
Experience providing constructive criticism and implementing corrective action plans
High-level understanding of customer confidentiality standards
Passion for the development of teammates

Responsibilities

Mentor, coach, and monitor a team of Roadside Assistance Specialists on a weekly basis
Provide weekly reporting of the team's KPI metrics and performance to the Operations Manager
Monitor and review Team Members' KPIs through data analysis of client dashboards
Serve as the point of contact for on-shift Roadside Assistance Specialists to assist with safely recovering autonomous vehicles, towing of vehicles, liaison of needs to cross departments, and shuttle services break coverage
Provide the highest level of communication between cross departments
Act as a subject matter expert who provides continuous improvement ideas and solutions to in-field challenges
Set the standards and expectations of your team through your conduct, work ethic, integrity, and character
Ensure that all Team Members adhere to the company’s Code of Conduct
Support the learning and development of our Roadside Assistance Specialists