Team Lead - Roadside Assistance Specialist

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 45,000 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 moment’s 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 employee's career within TaskUs. Join our team today and experience firsthand our dedication to supporting People First.

Team Lead - Roadside Assistance Specialist

What does a Team Lead really do? 

Think of yourself as one of the leaders of the operations department. Team Leads go to work with one thing in mind: to provide the best customer experience to our clients. They are able to drive the performance of teammates in order for them to continuously hit their goals.

As a Team lead, you will coach and manage teammates, and act as a bridge between your teammates and the other departments. Being a Team Leader, you will manage the day-to-day planning and operations of your team. This includes making sure that each of your Teammates delivers on their Service Level Agreement (SLA) and achieves their Key Performance Indicators (KPIs). You will be in charge of managing the team and making sure everyone adheres to their schedules. A critical part of the role is to be able to train and help in the development of your team, by conducting team huddles, and coaching sessions, 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.

As a Team Lead, you will: 

• Mentor, coach, and monitor a team of Roadside Assistance Specialists on a weekly basis;

• Provide weekly reporting of the team's KPI metrics and performance to the Operations Manager

• Monitor and review Team Members' KPIs through data analysis of client dashboards;

• Point of contact for on-shift Roadside Assistance Specialists to assist in the following:

  • Safely recovering autonomous vehicles;

  • Towing of vehicles;

  • Liaison of Roadside Assistance Specialists needs to cross departments;

  • Shuttle services

  • Break coverage

• Provide the highest level of communication between cross departments;

• Subject matter expert who provides continuous improvement ideas and solutions to in-field challenges;

• Set the standards and expectations of your team through your conduct, work ethic, integrity, and character;

• Ensure that all Team Members adhere to the company’s Code of Conduct;

• The Team Lead will support the learning and development of our Roadside Assistance Specialist

What does a Roadside Assistance Specialist really do?

Think of yourself as someone who is responsible for ensuring that the transportation of our passengers is safe and effective and ensuring that our fleet operations can continue on their transportation missions with minimal delays. Imagine yourself as the “rescue expert” responsible for ensuring safe and secure troubleshooting and problem-solving of vehicle mission error types and other obstacles that may impede or prevent the successful completion of our passengers’ rides. As a Roadside Assistance Specialist, you will:
 

• Maintain TaskUs’s high standard of safety, inside and outside of the vehicle; 

• Consistently demonstrate situational awareness, an understanding of the technology in his/her care, and a  willingness to constantly adjust to changes in the environment; 

• Be the deputy for technology by communicating courteously always with management, engineers, and the  public; 

• Operate/Drive in single and or dual driving mode for 6-8 hours a day alone or with a co-driver, five days a  week; able to sit still for long periods; 

• Capable of responding quickly to changing and potentially high-pressure environments; 

• Work mostly individually but also in small groups of 2-10 people; 

• Monitor multiple software systems with constant focus; 

• Provide concise, clear, and accurate verbal and written feedback regarding the vehicle’s operations; Complete daily reports and document procedures and tests. 

• Interact with the members of the public and educate them on self-driving technology. 

• Operate self-driving vehicles on both defined and undefined routes, including a variety of environmental conditions. 

• Operate onboard data recording computers; 

• Comfortable riding as a passenger in a self-driving vehicle, where the driver may have little control over the vehicle’s operations. 

• Responsible for safely setting up driverless vehicles. 

• Safely operates a non-autonomous vehicle while monitoring the location of a driverless vehicle(s). Responsible for the safe recovery of the autonomous vehicle which includes but is not limited to parking safely behind the driverless vehicle, setting up protection, disengaging the self-driving car, and driving the car to a safe location. 

• Apply safety procedures to any situation involving the rescue of a self-driving car. 

• Exercise excellent customer service while assisting passengers of the driverless vehicle to disembark, board the rescue vehicle, and safely drive passengers to their destination.  

• Comply with TaskUs’s Autonomous Vehicle Division zero-tolerance policy regarding the use of alcohol or drugs by self-driving vehicle operators during a shift, including randomized drug testing.

• Removes stalled vehicles from surface streets and lanes of travel, and removes vehicles from the lane once the situation has been stabilized

• Coordinates with local law enforcement agencies, as needed

• Respond to emergency roadside assistance calls based on the ETA provided and within appropriate SLAs

• Drive a safe vehicle to and from specified destinations safely and follow all state, and local laws, and DOT regulations

• Focuses on safety and compliance including the real-time reporting of any accidents, and incidents encountered on the road, monitoring of road conditions, and following all applicable traffic laws

• Other duties as required.

Ready to Make a Ridiculous Move?

We value our talented employees, and whenever possible strive to help one of our associates grow professionally before recruiting new talent to our open positions. If you think the open position you see is right for you, we encourage you to apply!

Our people make all the difference in our success.

Requirements:

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

Now let’s get technical. We’re 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.

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 https://www.taskus.com/careers/.