As Team Leader, you are in charge of managing the team and making sure everyone adheres to their schedules. You must be organized and able to handle responsibility. A critical part of the role is to be able to train and help in the development of your team, by conducting team huddles, coaching sessions, and recognizing weaknesses - so you can offer solutions 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: We need someone who has the skills to call themselves a Leader. Someone with at least one (1) year of relevant Team Leader experience managing at least 10+ teammates while working in a customer support role within an outsourcing or similar company. We need someone with excellent verbal and written communication skills along with above-average technical know-how.

If you have previous experience working on the phone, email, and live chat customer support roles, then that's a plus in your favor. If you're familiar with E-Commerce, ZenDesk, or any other CRM tools; flexible and willing to work different shifts - then we definitely want to talk to you.

Job Data by YubHub.

Your responsibilities include:

• Ensuring each teammate delivers on their Service Level Agreement (SLA) and achieves their Key Performance Indicators (KPIs)
• Managing the team and making sure everyone adheres to their schedules
• Training and developing your team through team huddles, coaching sessions, and recognising weaknesses
• Creating reports of your team's performance and documenting feedback from your client
• Effectively managing issues that might arise, including HR-related ones
• Acting as a liaison between management and your team

Requirements:

• At least one year of relevant Team Leader experience managing at least 10 teammates while working in a customer support role within an outsourcing or similar company
• Excellent verbal and written communication skills
• Above-average technical know-how
• Previous experience working on the phone, email, and live chat customer support roles is a plus
• Familiarity with E-Commerce, ZenDesk, or any other CRM tools is desirable
• Flexibility to work different shifts

We offer competitive industry salaries and comprehensive benefits packages, prioritising our employees' well-being. Our commitment to a People First culture is reflected in various departments, including Total Rewards, Wellness, HR, and Diversity.

Job Data by YubHub.

Responsibilities:

• Deliver exceptional customer service
• Research and provide accurate responses to inquiries
• Navigate internal and external documentation
• Identify and escalate priority issues
• Route calls to appropriate resources
• Document customer interactions
• Identify emerging trends and patterns
• Strive for high-standard customer satisfaction
• Adhere to established protocols and KPIs
• Foster a collaborative work environment
• Participate in training and seminars
• Comply with TaskUs' policies and procedures

Technical skills and qualifications:

• Computer literate and proficient in Windows OS, Apple OS, Microsoft Office, and Google applications
• Familiar with customer support software, including Zendesk, Slack, and internal troubleshooting tools
• Fluent in English
• High school graduate

Soft skills:

• Problem-solving and critical-thinking skills
• Great communication skills
• Adaptable and flexible
• Empathic toward customers
• Team player
• Open to feedback and eager to learn

Personality traits required:

• Resilient, calm, and professional
• Adaptable to a dynamically changing business
• Trustworthy and reliable
• Resourceful and detail-oriented

Benefits:

• Competitive salary
• Great benefits package
• Professional growth opportunities
• Fun and inclusive workplace

Job Data by YubHub.

As a Workforce Planner, you will be an orchestrator, aligning with numerous programs to optimize employee productivity; coordinating with training and talent acquisition to forecast and manage staffing needs; and collaborating with IT to customize information systems - to help supervise fiscal activities within your team.

You will monitor the accuracy of billing procedures for all clients within the site; identify strategies to improve campaign processes and opportunities to increase profitability.

Responsibilities:

• Coordinate with operations, clients, and client services to gather all relevant data related to forecasting and calculation of program requirements.
• Maintain a roster of staff with accurate employee details, including availability, preferences, and skills.
• Publish over/under snapshots, and create action plans to address any staffing gaps or minimize overages.
• Ensure that the seating plan is accurate and adequate to meet operational needs.

Requirements:

• BPO Operations background.
• At least 2 years of experience in Workforce Planning, preferably with expertise in Forecasting, Capacity Planning and Scheduling, and Real Time Management.
• Ability to manage multiple, complex, ongoing tasks and projects.
• High attention to detail and strong desire to optimize procedures and processes.
• Proactive decision-making and problem-solving skills.
• Proficiency in statistical analysis and good computer and software skills.
• Working knowledge of database applications such as MS Office (Excel, Outlook, PowerPoint).
• Strong verbal and written communication skills.
• High achiever and self-starter.

Benefits:

• Wild growth and working with happy, enthusiastic over-achievers.

Job Data by YubHub.