Team Leader Healthcare (Sessional)

TaskUs•San Antonio, TX

8d•Remote

About The Position

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 60,000 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. 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.

Requirements

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.
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.

Nice To Haves

Experience working within a health insurance, medical, or Medicaid/vulnerable population environment is highly preferred.

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.