What does a Team Leader really do? Think of yourself as one of the leaders of your department and not just anyone is qualified for this role. We make sure we get the best of the best, after all, we are a ridiculously good company so we make sure our employees are top notch. We need your full concentration because it’s time to imagine what it’s like being a Team Leader.
Imagine yourself going to work with one thing on your mind: to provide the best customer experience to your clients. As you tackle your new tasks for the day, you know what to keep in mind. As you look at your tasks for the day as Team Leader, you should be able to drive the performance of the teammates in order for them to continuously hit their goals. You must be able to coach and manage the teammates under your supervision and at the same time act as a bridge between your teammates and the other departments.
As a Team Leader, you manage the day-to-day planning and operation of your team. This includes making sure that each of the Teammate passes their Service Level Agreement (SLIs) and hit their Key Performance Indicators (KPIs). A Team Leader is also in charge of managing the team and make sure everyone adheres to their schedule. As a leader, you must be organized and be able to handle responsibility. Part of the role is to be able to train and help in their development by conducting team huddles, coaching sessions, and by recognizing their weaknesses so you can offer solutions to them. Through that, your team will be able to deliver a superior customer experience which is the main goal of the department. Aside from creating reports of the team’s performance and feedback from your client, the Team leader should be able to handle the issues that might arise (including HR related ones). Not to mention, being creative in terms of thinking of solutions and acting as the mediator between the management and your team is a must.
Do you have what it takes to be a Team Leader?
What are we looking for? We need someone who already has the skills to even call themselves a Leader. Someone with one (1) year a relevant experience with the background of working in a customer support campaign.
We need someone who can easily express themselves that has excellent verbal and written communication skills and basic technical knowledge.
We need someone who has experience on working on phone, email and live chat customer support campaigns. If you’re familiar with E-Commerce, ZenDesk, or any other CRM -- it’s a plus!
We need someone who has a flexible schedule and is willing to work different shifts.
See Inside the Office of TaskUs
In 2008, TaskUs was founded by two business partners and high school pals to make companies operate more efficiently. The company exploded and today has almost 8,000 employees globally supporting the outsourced customer service and back-office needs of the world’s most disruptive companies. Through massive growth, TaskUs retains its ridiculous entrepreneurial spirit out of the HQ in Santa Monica and offices in San Antonio, Austin, Dallas, San Francisco, New York, Latin America, and the Philippines.
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