Contact Center Team Lead

Help at Home is the leading national provider of in-home personal care services, where our mission is to enable individuals to live with independence and dignity at home. Our team supports 66,000 clients monthly with the help of 49,000 compassionate caregivers across 12 states. We’re focused on serving people and the communities we are part of.

Job Summary:

The Contact Center Team Lead will be responsible for overseeing the daily operations of the contact center, ensuring customers are receiving the highest level of service and quality by assisting and supporting all agents to provide the best customer service. This role will serve as a subject matter expert on contact center operational processes, provide support to agents as well as an escalation point for contact center agents including BPO partner. This role will coach and mentor contact center agents to ensure high level of service delivery as well as monitoring call trends and suggest solutions to resolve issues identified from trends.

Lead Role 1:

• Core hours – 12:30am to 9:00am, Monday, Thursday, Friday, Saturday, Sunday, includes 30-minute lunch
• Days off – Tuesday and Wednesday

Lead Role 2:

• Core hours – 12:30am to 9:00am Tuesday, Wednesday, Friday, 8:30am to 5:00pm Saturday and Sunday, includes 30-minute lunch
• Days off – Monday and Thursday

• Core hours – 4:30pm to 1:00am Monday, Tuesday, Wednesday, Saturday and Sunday, includes 30-minute lunch
• Days off – Thursday and Friday

As a People Leader:

• You lead with empathy, vulnerability, and honesty.
• Must have a love of learning.
• Endless curiosity and an enthusiasm for continuous improvement
• Team-first mindset
• Empower and inspire full time associates through coaching.
• Hold others to high standard.
• Knows how and when to celebrate success.

Essential Duties/Responsibilities:
 

• Operational Management:
  • Ensure efficient and effective handling of customer interactions across all channels (phone, email, chat, social media, etc.), by monitoring agent performance through regular audits, coaching feedback and action plans with agents.
  • Responsible for escalated and complex customer and client issues and serve as an escalation point for contact center agents, including BPO partner.
  • Handle contact center calls and tickets as required during high volume intervals to better support the team and customers.
  • Perform all other duties as required and assigned
• Caregiver, Client and Agent Experience:
  • Champion a customer-centric culture within the contact center, ensuring that all interactions reflect the company’s commitment to customer and client satisfaction.
  • Foster a positive work environment, ensuring collaboration and teamwork across all areas of the business
• Compliance and Quality Assurance:
  • Ensure compliance with all relevant regulations, policies, and procedures.
  • Maintain up-to-date knowledge of both our internal policies and procedures including adherence to the Privacy Act and HIPAA as it relates to the confidentiality of information released.
  • Address and resolve escalated customer and client issues in a timely and effective manner.

Required Skills and Abilities:

• Ability to work in a fast-paced work environment.
• Ability to manage multiple tasks and time efficiently.
• Experience working with external vendors and BPOs preferred but not required.
• Experience in working with CRM tools such as Zendesk.
• Experience supporting contact center leadership on key tasks, projects or initiatives
• Strong interpersonal and intercultural communication skills to effectively communicate internally and externally with all levels of the organization, including customers, clients and vendors.
• Maintains a professional telephone presence for constructive and engaging communications, and possess conflict resolution skills for more challenging communications  
• Demonstrated leadership ability that drives commitment to helping others build knowledge and skills that support achieving and exceeding goals and build the overall capabilities of the organization for success.
• Ability to coach and mentor a team through change and innovation effectively, aligning to the organizations vision, mission, strategic objectives and team goals.
• Ability to build constructive and effective relationships through clear communications and collaboration with colleagues at all levels, developing a strong team and enhance team spirit to achieve organizational objectives.
• Demonstrates analytical abilities, leveraging tools to creatively resolve problems in a variety of contexts with a keen eye on detail.

Education and Experience:
 

• Education: Bachelor’s degree in Business Administration, Management, Communications, or a related field.
• Experience:
  • Minimum of 3 years of experience in operations or contact center management, with at least 3 years in a leadership role.
  • Proven record in managing operations and omnichannel contact centers.
  • Good understanding of contact center technologies and omnichannel platforms.

#LI-LT1

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions upon request.

Help At Home is an Equal Employment Opportunity (EEO) employer and welcomes all qualified applicants. Applicants will receive fair and impartial consideration without regard to race, sex, color, religion, national origin, age, disability, veteran status, genetic data, or religion or other legally protected status.

Data Security and Privacy Statement

At Help at Home, we prioritize protecting your personal information during the hiring process. We comply with all relevant data privacy regulations, including HIPAA and SOX where applicable. Your data will only be used to assess your employment suitability and won't be shared with unauthorized parties.

We use strong security measures to protect your information from unauthorized access or disclosure. By submitting your application, you consent to this process. You can access, modify, or request deletion of your data by contacting us.

Employees must adhere to our data protection policies and legal requirements to safeguard sensitive information.