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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.
About the Role
As a Team Lead, you are the ultimate culture champion, cheerleader, and strategic coach for a team of front-line Customer Service Advocates. Your mission is to support, develop, and inspire your team as they handle 50-70 daily healthcare customer inquiries. You understand that to take care of our members, we must first take care of our people; you lead with empathy, active listening, and a psychological safety-first approach to help your team navigate high-volume days without burnout. You will guide them through our comprehensive training program, manage real-time shift behaviors, and directly impact our First Call Resolution (FCR) and CSAT goals. You ensure your team works with empathy, guiding vulnerable populations and Medicaid members to simplify their healthcare experience.
Please Note: This is a Fixed-Term role, valid from your start date through February 28, 2027.
Responsibilities

• Provide daily motivation, side-by-side coaching, and regular 1-on-1 performance development sessions centered on constructive, empathetic feedback and career pathing.
• Monitor, analyze, and drive daily operational metrics including First Call Resolution (FCR), Average Handle Time (AHT), Quality Assurance (QA) compliance, and schedule adherence while keeping a pulse on team morale and mental well-being.
• Nurture and guide new hires through their initial paid training and nesting periods, enforcing 100% attendance and video-on guidelines by building trust, setting compassionate expectations, and guaranteeing long-term system confidence.
• Serve as the first line of defense for complex member queries regarding claims, benefits, or medical eligibility, advocating for both the member and your agent to reduce frontline frustration.
• Manage real-time schedule adherence across standard shift windows to ensure proper coverage limits are met, while demonstrating understanding and flexibility for unique remote worker challenges.
• Foster an inclusive, supportive virtual community where team members feel heard, valued, and empowered to bring their authentic selves to work.

Qualifications

• 1+ years of experience in a contact center or BPO environment, with at least 1 year of experience directly supervising or mentoring front-line customer care teams using an empathetic, people-first management approach.
• Experience working within a health insurance, medical, or Medicaid/vulnerable population environment is highly preferred.
• Demonstrated emotional intelligence (EQ) with a proven ability to de-escalate stressful situations, prevent frontline agent burnout, and support diverse teams.
• Highly skilled at navigating Windows PC applications, remote team tools (Slack, Zoom, Teams), and utilizing digital metrics dashboards to make data-driven decisions.
• Ability to support a remote team while keeping a strict eye on metrics, corporate data security, and client policy compliance.

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/.