🌐 Remote – U.S. | Full-Time | Experienced | Corporate
💰 Starting at $45,000/year + weekly pay | 🛠 Contact Center Leadership | 💡 Career Growth with a Mission
🧾 About the Role
As the Contact Center Team Lead at Help at Home, you’ll guide a dynamic team of agents delivering vital support to clients, caregivers, and partners. You’ll be the anchor during escalations, a coach in the chaos, and a strategist behind the scenes—ensuring seamless service across all channels. This role blends leadership, operations, quality assurance, and a customer-first mindset to drive a supportive, solution-oriented contact center experience. You’ll play a key role in serving our mission: helping people live with dignity and independence at home.
✅ Position Highlights
• $45,000/year base + weekly pay
• Full-time remote position
• Lead and mentor internal agents and BPO partners
• Health, dental, vision, 401(k), paid time off, parental leave
• Ongoing training and leadership development
• Work with a company making a real difference—serving 66,000 clients monthly across 12 states
📋 What You’ll Own
Operational Leadership
• Monitor agent performance and enforce quality standards
• Coach, mentor, and create action plans to support agent growth
• Jump in during peak volume to support calls and tickets
• Analyze call trends and recommend process improvements
Client + Caregiver Experience
• Champion a culture of empathy and client-first communication
• Collaborate with cross-functional teams to boost service delivery
• Foster a supportive, energized team environment
Escalation & Quality Oversight
• Serve as escalation point for internal teams and BPO partners
• Resolve complex issues with urgency and professionalism
• Ensure compliance with company policies, HIPAA, and industry regulations
• Stay updated on internal protocols and privacy requirements
🎯 Must-Have Traits
• 3+ years in contact center operations, with at least 3 years in a leadership role
• Bachelor’s degree in Business, Communications, or a related field
• Experience with CRM platforms (e.g., Zendesk)
• Excellent communicator with conflict resolution and coaching skills
• Strong analytical and organizational mindset
• Experience working with external vendors or BPOs preferred
• Passion for motivating teams and embracing change with clarity and confidence
💻 Remote Requirements
• Stable internet connection and quiet, secure workspace
• Ability to work standard business hours with flexibility as needed
• Strong virtual collaboration and communication skills
💡 Why It’s a Win for Remote Job Seekers
• Be part of a mission-driven company making real community impact
• Leadership that empowers, celebrates, and listens
• Weekly pay and full benefits
• Strong career path in a growing, in-demand industry
• Remote flexibility without losing team connection
✍️ Call to Action
Ready to lead with heart, strategy, and purpose? Apply now to become a cornerstone of Help at Home’s customer experience team and help elevate the way we care—one call at a time.