(Remote – U.S.)
🧾 About the Role
Help at Home is hiring a Contact Center Team Lead to oversee daily operations and support a high-performing remote service team. You’ll coach agents, handle escalations, monitor call trends, and ensure top-tier customer and caregiver experiences. This role blends leadership, process improvement, and people-first culture—critical for delivering quality service at scale.
✅ Position Highlights
• Full-time
• Remote (U.S.-based)
• Salary range: $45,000–$50,000
• Corporate / Contact Center Operations
• Weekly pay + full benefits
• Opportunity to lead in a mission-driven healthcare organization
📋 What You’ll Own
Operations & Escalations
• Monitor performance, coach agents, and implement improvement plans
• Handle escalated and complex calls or tickets from internal and BPO teams
• Serve as a subject matter expert for all contact center processes
• Support daily workflows across phone, chat, email, and social platforms
Team Leadership
• Inspire a positive team culture based on empathy, honesty, and accountability
• Coach agents through change, innovation, and continuous improvement
• Maintain clear communication with team members and leadership
Compliance & Quality
• Ensure policies, procedures, and HIPAA compliance are followed
• Use call and trend data to identify problems and implement solutions
• Support audit readiness and maintain standards of excellence
🎯 Must-Have Traits
• Bachelor’s degree in Business, Communications, or related field
• 3+ years of contact center experience (with at least 3 years in leadership)
• Proven track record managing omnichannel teams and tools (Zendesk preferred)
• Excellent problem-solving, coaching, and interpersonal skills
• Experience working with BPO vendors is a plus
• Comfortable in a metrics-driven environment
• Ability to multitask, prioritize, and remain calm under pressure
💻 Remote Requirements
• Stable, high-speed internet
• Ability to lead teams and conduct virtual coaching
• Familiarity with CRM tools and digital collaboration platforms
💡 Why It’s a Win for Remote Job Seekers
• Step into leadership with a purpose-driven national care provider
• Work with a team committed to making lives better at home
• Access to benefits, PTO, 401(k), and ongoing leadership development
• Help shape the service experience for thousands of clients and caregivers
✍️ Call to Action
If you’re ready to lead a growing team with heart, vision, and purpose—this is your moment. Apply now to become a Contact Center Team Lead and help us elevate the gold standard of care.