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.

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