Senior Team Leader T1 ERT

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 45000 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 moments 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 employees career within TaskUs. Join our team today and experience firsthand our dedication to supporting People First.

As a Senior Team Leader you will serve as a critical bridge between high-level strategy and daily execution. You will be responsible for the health compliance and professional development of our ERT operations teams.. Your mission is to ensure 24/7/365 operational continuity while driving excellence in training talent retention and cross-functional collaboration.

As a Senior Team Lead you will be responsible for::

• Training & Certification: Monitor real-time training compliance across all of Tier 1. Partner with Team Leads (TLs) to resolve exceptions and oversee the decertification process for agents.
• Tooling/Onboard Behavior Escalations: Act as the primary point of contact for Buganizer escalations tracking trends to provide TLs with actionable feedback and system improvements.
• Profile Integrity: Conduct regular audits of FRS and RA profiles to ensure data accuracy for all Teammates.

Workforce & Schedule Management

• 24/7 Continuity: Strategically manage TL schedules to ensure seamless operational coverage across Phoenix (PHX) sites.
• Shrink Mitigation: Develop and implement uniform processes to monitor and mitigate shrinkage ensuring labor hours are optimized and team productivity remains high.
• Daily Synchronization: Lead daily TL syncs to communicate rapid operational changes address immediate roadblocks and align the leadership team on ERT team goals..

Talent Development & Acquisition

• Trainee Integration: Facilitate the transition of new hires by preparing onboarding strategies and TL assignments. Collaborate with the LX (Learning Experience) team to address post-training needs and graduation milestones.
• Strategic Hiring: Conduct second-round external interviews for Tier 1 (T1) candidates ensuring a high bar for cultural fit and technical competency.

Quality Assurance & Retention

• QA Liaison: Represent the operations team in QA dispute resolutions. Work closely with the Quality team to resolve grading discrepancies and ensure TLs are briefed on trends affecting their teams performance.
• Attrition Analysis: Conduct Root Cause Analysis (RCA) on team attrition. Translate data into actionable retention strategies and solutions to stabilize and grow the workforce.
• FREx Management: Direct the daily duties and long-term projects of the Fleet Response Expert (FREx) team ensuring their output aligns with broader goals for the ERT teams.

Requirements:

• Operational Knowledge: Proven experience managing complex schedules and multi-site operations in a high-stakes 24/7 environment.
• Analytical Mindset: Ability to perform Root Cause Analysis (RCA) and translate trends and attrition data into operational excellence..
• Influence: Strong interpersonal skills to resolve QA disputes and lead through influence across different sites (PHX).
• Leadership Development: A passion for coaching and building a talent pipeline.
• Tool Knowledge: Familiarity with workforce management tools Buganizer (or similar ticketing systems) and compliance tracking software.

How We Partner To Protect You: TaskUs will neither solicit money from you during your application process nor require any form of payment in order to proceed with your application. Kindly ensure that you are always in communication with only authorized recruiters of TaskUs.

DEI: In TaskUs we believe that innovation and higher performance are brought by people from all walks of life. We welcome applicants of different backgrounds demographics and circumstances. Inclusive and equitable practices are our responsibility as a business. TaskUs is committed to providing equal access to opportunities. If you need reasonable accommodations in any part of the hiring process please let us know.

EEO: TaskUs is proud to be an equal opportunity workplace and is an affirmative action employer. We celebrate and support diversity; we are committed to creating an inclusive environment for all employees. TaskUs people first culture thrives on it for the benefit of our employees our clients our services and our community.

We invite you to explore all TaskUs career opportunities and apply through the provided URL Experience:

Senior IC