Team Leader Roadside Assistance - Baltimore (1)

TaskUs•Baltimore, MD

6d•Onsite

About The Position

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. Team Lead - Roadside Assistance Specialist What does a Team Lead really do? Think of yourself as one of the leaders of the operations department. Team Leads go to work with one thing in mind: to provide the best customer experience to our clients. They are able to drive the performance of teammates in order for them to continuously hit their goals. As a Team lead, you will coach and manage teammates, and act as a bridge between your teammates and the other departments. Being a Team Leader, you will manage the day-to-day planning and operations of your team. This includes making sure that each of your Teammates delivers on their Service Level Agreement (SLA) and achieves their Key Performance Indicators (KPIs). You will be in charge of managing the team and making sure everyone adheres to their schedules. A critical part of the role is to be able to train and help in the development of your team, by conducting team huddles, and coaching sessions, to help them improve and grow. You must be adept at creating reports of your team’s performance and documenting feedback from your client. You must be able to effectively manage issues that might arise (including HR-related ones); not to mention, being creative in terms of thinking of solutions; and acting as the liaison between management and your team. What does a Roadside Assistance Specialist really do? Think of yourself as someone who is responsible for ensuring that the transportation of our passengers is safe and effective and ensuring that our fleet operations can continue on their transportation missions with minimal delays. Imagine yourself as the “rescue expert” responsible for ensuring safe and secure troubleshooting and problem-solving of vehicle mission error types and other obstacles that may impede or prevent the successful completion of our passengers’ rides.

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
Point of contact for on-shift Roadside Assistance Specialists to assist in the following: Safely recovering autonomous vehicles; Towing of vehicles; Liaison of Roadside Assistance Specialists needs to cross departments; Shuttle services Break coverage
Provide the highest level of communication between cross departments
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
The Team Lead will support the learning and development of our Roadside Assistance Specialist
Maintain TaskUs’s high standard of safety, inside and outside of the vehicle
Consistently demonstrate situational awareness, an understanding of the technology in his/her care, and a willingness to constantly adjust to changes in the environment
Be the deputy for technology by communicating courteously always with management, engineers, and the public
Operate/Drive in single and or dual driving mode for 6-8 hours a day alone or with a co-driver, five days a week; able to sit still for long periods
Capable of responding quickly to changing and potentially high-pressure environments
Work mostly individually but also in small groups of 2-10 people
Monitor multiple software systems with constant focus
Provide concise, clear, and accurate verbal and written feedback regarding the vehicle’s operations
Complete daily reports and document procedures and tests
Interact with the members of the public and educate them on self-driving technology
Operate self-driving vehicles on both defined and undefined routes, including a variety of environmental conditions
Operate onboard data recording computers
Comfortable riding as a passenger in a self-driving vehicle, where the driver may have little control over the vehicle’s operations
Responsible for safely setting up driverless vehicles
Safely operates a non-autonomous vehicle while monitoring the location of a driverless vehicle(s)
Responsible for the safe recovery of the autonomous vehicle which includes but is not limited to parking safely behind the driverless vehicle, setting up protection, disengaging the self-driving car, and driving the car to a safe location
Apply safety procedures to any situation involving the rescue of a self-driving car
Exercise excellent customer service while assisting passengers of the driverless vehicle to disembark, board the rescue vehicle, and safely drive passengers to their destination
Comply with TaskUs’s Autonomous Vehicle Division zero-tolerance policy regarding the use of alcohol or drugs by self-driving vehicle operators during a shift, including randomized drug testing
Removes stalled vehicles from surface streets and lanes of travel, and removes vehicles from the lane once the situation has been stabilized
Coordinates with local law enforcement agencies, as needed
Respond to emergency roadside assistance calls based on the ETA provided and within appropriate SLAs
Drive a safe vehicle to and from specified destinations safely and follow all state, and local laws, and DOT regulations
Focuses on safety and compliance including the real-time reporting of any accidents, and incidents encountered on the road, monitoring of road conditions, and following all applicable traffic laws
Other duties as required