Team Lead ERT

About the Role The Team Lead is responsible for guiding, mentoring, and developing a high‑performing team of agents. In this role you will implement escalation procedures, set and achieve team goals, and ensure a consistently superior customer experience. Responsibilities Provide mentorship and career development to all team members. Implement escalation channels following agreed procedures. Lead the team through transitions to strengthen problem‑solving, critical thinking, analytical, and technical capabilities. Establish team goals, collaborate on execution strategies, measure progress, and share results. Identify actionable insights, suggest recommendations, and influence strategy through effective communication. Manage day‑to‑day planning and operations for a team of agents to meet service level, quality, and sales targets. Ensure delivery of a consistently superior customer experience. Act as the communication conduit between frontline agents and management. Provide creative solutions and contribute to product and process development based on customer feedback. Oversee people management duties, including HR issues, staff development, hiring, and performance appraisals. Manage floor scheduling, adherence, and ownership of problem resolution. Conduct call monitoring, coaching, and feedback to maintain the defined customer experience. Motivate and lead a team of 17, developing future leaders. Compile reports on performance and customer feedback and communicate findings to management. Make decisions related to revenue generation, customer satisfaction, and reversal of charges within supervisory scope. Qualifications Minimum of 2 years of relevant people‑management experience. Strategic thinker with strong analytical and creative problem‑solving skills. Experience providing constructive criticism and implementing corrective action plans. Solid understanding of customer confidentiality standards. Passion for teammate development and a customer‑centric mindset. Key Skills & Traits Versatility and ability to manage multiple projects. Strong people‑management and stakeholder‑management skills. Ability to coach for performance and manage conflicts. Excellent written and verbal communication. Logical thinking and attention to detail. Ability to establish and maintain effective working relationships with a diverse team. Continuous improvement mindset. Confidence, strong oratory skills, assertiveness, conscientiousness, and integrity. 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. #J-18808-Ljbffr TaskUs USA LLC