Help at Home

Manager

• 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.

Senior Manager, Contact Center

Operations

• Provide direct leadership and oversight to CTA Regional Managers, Supervisors, Leads, BPO partners, ensuring team performance and adherence to key operational metrics.
• Manage the execution of timekeeping operations, including resolution of shift exceptions, post-invoice corrections, and EVV compliance activities across all markets.
• Analyze operational data and trends to drive accountability, productivity, and consistent adherence to policies across markets.
• Collaborate cross-functionally with Market Operations, Payroll, Revenue Cycle Management (RCM), IT, and Compliance to ensure timely resolution of escalated issues and alignment on initiatives.
• Monitor and manage workforce coverage plans, staffing models, and shift optimization to support service level goals and business continuity.
• Lead process improvement initiatives to standardize workflows, enhance automation readiness, and maintain up-to-date SOPs and playbooks.
• Support implementation and execution of strategic department initiatives, including automation rollouts, technology enhancements, and payor compliance updates.
• Own and facilitate operational performance reviews, including metric deep dives and action planning with CTA Managers and frontline staff.
• Establish and maintain a high-performance culture through coaching, structured performance management, and team development.
• Serve as a key operational point of contact, providing updates to senior leadership and participating in strategic planning sessions.
• Conduct regular one-on-one meetings with team members to provide constructive feedback, recognize achievements, and address any performance gaps.
• Create and implement development plans tailored to individual team members, promoting skill enhancement and career progression.
• Foster a collaborative and positive work environment that encourages teamwork, innovation, and continuous improvement.

Senior Manager, Contact Center

Director, Caregiver Time & Attendance Operations