Team Leader - Washington, DC

TaskUs

3d•Onsite

About The Position

About TaskUs: 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. 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. Join our team today and experience firsthand our dedication to supporting People First. This is an onsite position at Washington, DC 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.

Requirements

So, what is it we’re looking for? Well since this is a Team Lead we need someone with at least 2 years of prior relevant people management experience.
Now let’s get technical. We’re looking for someone who is a strategic thinker with strong analytical and creative problem-solving skills.
Someone with experience providing constructive criticism and implementing corrective action plans.
What else? Well, we need someone who has a high-level understanding of customer confidentiality standards and also has a 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

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