Help at Home

Senior Manager, Contact Center

Help at Home

full-time

Posted on:

Origin:  • 🇺🇸 United States

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Salary

💰 $85,000 - $95,000 per year

Job Level

Senior

About the role

  • Lead the day-to-day operations of Help at Home’s Contact Center ensuring high quality 24/7/365 support to clients, caregivers and partners.
  • Lead a cross-functional, highly matrixed team to support incoming contact inquiries via multi-channel sources and conduct outbound contacts resolving issues in a one-contact approach.
  • Provide day-to-day leadership and direction to internal and partner contact center employees across the enterprise.
  • Develop, implement, communicate and manage towards achievement of KPIs for inbound, outbound and digital channels; publish weekly scorecards; create improvement action plans; hold internal and external parties accountable for performance standards.
  • Create, maintain, implement standard operating procedures (SOPs-Playbooks); ensure team access to resources, training, coaching and feedback mechanisms.
  • Create, implement and manage towards service level goals; coach and drive performance expectations and achievement of goals.
  • Create a culture of performance improvement to optimize workflows and procedures for all channels.
  • Monitor and ensure all interactions are captured in contact center tool with appropriate required details.
  • Identify, communicate and partner on self-service opportunities, demand reduction initiatives and other methods to drive efficient service.
  • Support actions to define, build and implement the “one contact” strategic pillars for the enterprise.
  • Collect, analyze and interpret data and metrics from contact & ticket systems to provide insights and recommendations for enhancing satisfaction.
  • Collaborate across functional lines for holistic solutions to improve operational efficiency.
  • Respond to escalated support issues and escalate with leadership when needed; provide detailed and timely issue resolution and root cause summaries.
  • Lead and manage team priorities and projects focused on process improvements that increase self-service, reduce ticket volumes, identify cost savings and recommend/implement policy or process changes.
  • Support future acquisition integrations for support related activities and support new system implementations by leading application support activities.

Requirements

  • Strong leadership skills with experience managing leaders and frontline teams in a fast-paced operational environment.
  • Excellent analytical, communication, and cross-functional collaboration skills.
  • Proven ability to implement standard operating procedures and drive performance accountability.
  • Proficiency in Microsoft Office Suite; comfort with operational systems (EVV, scheduling, timekeeping) strongly preferred.
  • High attention to detail, organizational agility, and problem-solving capability.
  • Bachelor’s degree in business, Operations, Healthcare Management, or related field required.
  • Minimum of five (5) years of operational leadership experience, including managing managers or supervisors, required.
  • Experience in time and attendance, home care, healthcare services, or compliance-based operations strongly preferred.
  • Working knowledge of EVV systems, timekeeping workflows, and associated regulatory standards.
  • Familiarity with HIPAA, payroll processes, and payor compliance requirements is a plus.