ERT Team Leader-1

So what is it were looking for Well since this is a Team Lead we need someone with at least 2 years of prior relevant people management experience.

Now lets get technical. Were 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.

About Us:

We are a collective of highly capable humans who understand how to deploy technology and data to best serve your purpose. From Digital CX to Content Security AI Operations Consulting and anything in between we consider ourselves responsible for protecting our partners interests and supporting their long term success through innovation and technologypowered by ridiculously smart people.

TaskUs partners with the worlds most innovative and disruptive brands to protect what matters most and to thrive in an ever changing world.

POSITION SUMMARY

The Team Leader will drive performance of the teammates to continuously hit metrics and goals. His role is to coach motivate and engage teammates to ensure that they are a productive resource to TaskUs. He will also act as a liaison between the teammates and other departments.

SPECIFIC RESPONSIBILITIES

• To manage the dayto-day planning operation and problem-solving of a team of agents to meet with the required service level components standards and sales targets to develop the team to ensure delivery of a consistently superior customer experience by highly knowledgeable and customer-focused agents and to act as the communication conduit between Frontliners and Management. To offer creative solutions.

• Delivery of team sales service level components quality and productivity targets & indicators.

• People Management including all HR related issues as well as staff development.

• Operational Management: Managing the floor adherence to schedule.

• Ownership and problem resolution.

• Call monitoring coaching and feedback responsibility for delivery of the defined customer experience in every call.

• Training and development of staff.

• Motivation leadership for a team of 17 and developing future leaders.

• Recommendations for product and process development based on customer feedback and analysis of the same.

• Conducting performance appraisal for the team.

• Contribute for the initial hiring and selecting process of the front line.

• Compiling reports on teams performance and customer feedback.

• Communication and being a focal point of dissemination of information from management to team and vis versa.

• Work very closely with team members to solve customer problems. Also needs to understand the agents problems and weaknesses and address these. Offers solutions and suggestions for process and product improvement to management.

• Required making decisions on any matters relating to improving revenue generation & customer satisfaction with regards insofar as it affects call handling and call center processes.

• Possesses certain additional supervisory level authority for reversal of charges. Responsible for making decisions on training requirements for team members and adjusting targets to suit the needs of the business. Responsible for all HR-related issues affecting team members including conducting appraisals confirmations promotions and terminations.

Soft skills:

• Versatility and ability to manage multiple projects

• Strong people management skills

• Strong stakeholder management

• Ability to coach for performance

• Strong customer centricity

• Good written and verbal communication skills

• Logical thinking

• Ability to manage conflicts

• Attention to detail

• Ability to establish and maintain effective working relations with a wide variety of individuals

• Ability to work with a diverse team

• Continuous improvement mindset

Personality traits required:

• Confident

• Good oratory skills

• Assertiveness

• Highly conscientious and diligent

• Ability to clearly articulate thoughts

• Integrity

• Trustworthiness