Senior Manager, Contact Center

Corporate - Remote - Full Time

 

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 50,000 compassionate caregivers across 12 states. We’re looking for people who care about others, who are willing to listen, lean in and make impactful change. Each role at Help at Home can have a positive impact in supporting our caregivers and clients. If you are someone who leads with passion and integrity and are looking to join a rapidly growing, industry leading team, Help at Home may be a good fit for you.

Job Summary:

The Sr. Manager of Contact Center Operations will lead the day-to-day operations of Help at Home’s Contact Center ensuring high quality 24/7/365 support to our clients, caregivers and partners.  This role will be responsible for leading a cross-functional, highly matrixed team to support incoming contact inquiries via multi-channel sources, conduct outbound contacts as needed with the outcome of resolving issues in a one-contact approach. 

Duties/Responsibilities:

  • 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 as needed, hold internal and external parties accountable for performance standards.
  • Create, maintain, implement standard operating procedures (SOPs-Playbooks), ensuring the team has access to appropriate resources, training, coaching and feedback mechanisms to drive successful contact outcomes.
  • Create, implement and manage towards service level goals for internal team members, coach and drive performance expectations and achievement of goals.
  • Create a culture of performance improvement so that workflows and procedures are optimized for all channels. 
  • Monitor and ensure all interactions are captured in our 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 our contact & ticket system(s) to provide insights and recommendations for enhancing satisfaction.
  • Reach across functional lines to collaborate with others for holistic solutions that improve operational efficiency.
  • Respond to escalated support issues and escalate with leadership when needed and provide detailed and timely issue resolution and root cause summaries to prevent re-occurrence.
  • Lead and manage the team’s priorities and projects focused on process improvements that will increase self-service, reduce ticket volumes, identify opportunities for cost savings and recommend and implement policy/process changes as appropriate.
  • Support future acquisition integrations for support related activities and support new system implementations by leading application support activities.

Required Skills/Abilities:

  • 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.


Education and Experience:

  • 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.

Salary Range:

  • $85,000-95,000

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.

Apply: Senior Manager, Contact Center
* Required fields
First name*
Last name*
Email address*
Location
Phone number*
Resume*

Attach resume or Paste resume

Attach resume as .pdf, .doc, .docx, .odt, .txt, or .rtf (limit 5MB) or paste resume

Paste your resume here or attach resume file

Desired salary*
Please select your preferred pronouns.*
Will you now, or in the future, require sponsorship (i.e. H-1B visa, etc.) to legally work in the U.S.?*
Are you currently employed by Help at Home or any of it's entities?*
If you answered "YES" to being currently employed by Help at Home, have you advised your manager of your intent to apply?
If you are a current Help at Home employee, have you had corrective action or been on a Performance Improvement Plan in the last six months?
Do you have a relative that works for Help at Home? If so, what is their name?*
Do you testify that the above statements are true?*
The following questions are entirely optional.
To comply with government Equal Employment Opportunity and/or Affirmative Action reporting regulations, we are requesting (but NOT requiring) that you enter this personal data. This information will not be used in connection with any employment decisions, and will be used solely as permitted by state and federal law. Your voluntary cooperation would be appreciated. Learn more.
Gender
Race/Ethnicity
Invitation for Job Applicants to Self-Identify as a U.S. Veteran
  • A “disabled veteran” is one of the following:
    • a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or
    • a person who was discharged or released from active duty because of a service-connected disability.
  • A “recently separated veteran” means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.
  • An “active duty wartime or campaign badge veteran” means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.
  • An “Armed forces service medal veteran” means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.
Veteran status
I IDENTIFY AS ONE OR MORE OF THE CLASSIFICATIONS OF PROTECTED VETERAN LISTED ABOVE
I AM NOT A PROTECTED VETERAN
I DON’T WISH TO ANSWER
Voluntary Self-Identification of Disability
Voluntary Self-Identification of Disability Form CC-305
OMB Control Number 1250-0005
Expires 04/30/2026
Why are you being asked to complete this form?

We are a federal contractor or subcontractor. The law requires us to provide equal employment opportunity to qualified people with disabilities. We have a goal of having at least 7% of our workers as people with disabilities. The law says we must measure our progress towards this goal. To do this, we must ask applicants and employees if they have a disability or have ever had one. People can become disabled, so we need to ask this question at least every five years.

Completing this form is voluntary, and we hope that you will choose to do so. Your answer is confidential. No one who makes hiring decisions will see it. Your decision to complete the form and your answer will not harm you in any way. If you want to learn more about the law or this form, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

How do you know if you have a disability?

A disability is a condition that substantially limits one or more of your “major life activities.” If you have or have ever had such a condition, you are a person with a disability. Disabilities include, but are not limited to:

  • Alcohol or other substance use disorder (not currently using drugs illegally)
  • Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, HIV/AIDS
  • Blind or low vision
  • Cancer (past or present)
  • Cardiovascular or heart disease
  • Celiac disease
  • Cerebral palsy
  • Deaf or serious difficulty hearing
  • Diabetes
  • Disfigurement, for example, disfigurement caused by burns, wounds, accidents, or congenital disorders
  • Epilepsy or other seizure disorder
  • Gastrointestinal disorders, for example, Crohn's Disease, irritable bowel syndrome
  • Intellectual or developmental disability
  • Mental health conditions, for example, depression, bipolar disorder, anxiety disorder, schizophrenia, PTSD
  • Missing limbs or partially missing limbs
  • Mobility impairment, benefiting from the use of a wheelchair, scooter, walker, leg brace(s) and/or other supports
  • Nervous system condition, for example, migraine headaches, Parkinson’s disease, multiple sclerosis (MS)
  • Neurodivergence, for example, attention-deficit/hyperactivity disorder (ADHD), autism spectrum disorder, dyslexia, dyspraxia, other learning disabilities
  • Partial or complete paralysis (any cause)
  • Pulmonary or respiratory conditions, for example, tuberculosis, asthma, emphysema
  • Short stature (dwarfism)
  • Traumatic brain injury
Please check one of the boxes below:
YES, I HAVE A DISABILITY, OR HAVE HAD ONE IN THE PAST
NO, I DO NOT HAVE A DISABILITY AND HAVE NOT HAD ONE IN THE PAST
I DO NOT WANT TO ANSWER

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.

Name Date
Human Check*