Team Leader

TaskUs • San Antonio, TX

10h

About The Position

Think of yourself as a leader within the operations department, focused on ensuring the best customer experience and driving the performance of your teammates to consistently meet their goals. The Team Lead provides mentorship, guidance, and career development, acting as a crucial link between the team and other departments or management.

Responsibilities

• Team Management and Coaching: Mentor, coach, and monitor your team members on a weekly basis, focusing on their growth and performance.
• Conduct team huddles and coaching sessions to help in the development of the team.
• 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.
• Understanding of sales skills/components
• Understanding of sales funnel
• Operational Performance: Manage the day-to-day planning and operations of your team, ensuring that all team members deliver on their Service Level Agreement (SLA) and achieve their Key Performance Indicators (KPIs).
• Monitor and review team members' KPIs through data analysis of client or internal dashboards.
• Provide weekly reporting of the team's KPI metrics and performance to the Sr. Operations Manager.
• Prepared to attend client presentations and meetings.
• Issue Resolution and Communication: Act as the primary point of contact for on-shift team members to assist with escalated issues.
• Be adept at effectively managing issues that might arise, including HR-related ones.
• Provide the highest level of communication between cross-departments and act as a liaison between management and your team.
• Implement escalation channels in accordance with mutually agreed-upon procedures.
• Be creative and solution-oriented in thinking of ways to manage issues.

Benefits

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed