📍 Location: Remote (United States) | 🕒 Full-Time | 💬 Contact Center / Team Leadership
Company: Help at Home
Posted On: July 15, 2025
🔍 About the Role
Are you a people-first leader who thrives in fast-paced environments and knows how to inspire high-performing teams? Do you have a passion for service and a commitment to helping people live with independence and dignity?
Help at Home, the nation’s leading provider of in-home personal care services, is looking for a Remote Contact Center Team Lead to support its After-Hours Line of Business. You’ll lead a team of agents and BPO partners across various communication channels—ensuring top-tier service for clients, caregivers, and support staff.
If you’re someone who blends strong operational oversight with compassionate leadership and thrives on building customer-first cultures, this could be the next step in your leadership journey.
💼 Key Responsibilities
Operational Leadership
- Oversee day-to-day operations of the contact center and manage escalations from agents and external BPOs.
- Monitor agent performance and provide regular feedback, coaching, and development plans.
- Handle customer interactions directly during high-volume periods to support the team.
- Analyze call trends and work with leadership to implement performance-boosting solutions.
People Management
- Coach, mentor, and inspire contact center agents to deliver exceptional service.
- Lead with empathy, curiosity, and a drive for continuous improvement.
- Foster a collaborative, team-first work environment—even in a remote setting.
- Celebrate success and maintain high accountability standards for all team members.
Customer & Agent Experience
- Promote a customer-centric culture across all support channels—calls, chats, emails, and more.
- Ensure caregiver, client, and agent satisfaction through responsive leadership and problem resolution.
Compliance & Quality
- Ensure all interactions comply with company policies and privacy regulations (HIPAA, Privacy Act).
- Uphold internal quality standards and participate in regular audit and compliance reviews.
✅ Who This Role is For
You’re a strong candidate if you:
- Have 3+ years of experience in contact center or operations management
- Have held leadership roles for at least 3 years
- Understand omnichannel contact center platforms and CRM tools like Zendesk
- Are comfortable working rotating evening schedules, including every other weekend and holidays
- Have experience mentoring teams through change and innovation
- Possess strong communication, conflict resolution, and multitasking abilities
- Can build a positive team spirit, even in distributed work environments
⏰ Work Schedule
Rotating Shift:
- Week 1: Monday–Friday, 4 PM–1 AM
- Week 2: Three weekdays (4 PM–1 AM) + Saturday and Sunday
Includes every other weekend and some holiday coverage.
💰 Pay & Benefits
💵 Salary: $45,000–$50,000 per year (Weekly Pay via Direct Deposit)
🏥 Medical, Dental & Vision Insurance
🕒 Paid Time Off & Parental Leave
💼 401(k) Plan
🎓 Ongoing Training & Career Development
🏠 Fully Remote Work Setup
🌍 Impactful Work: Be part of a mission-driven team that serves 66,000 clients monthly
🌐 About Help at Home
Help at Home has over 40 years of experience providing compassionate, in-home care to clients across 12 states. With a network of 49,000 caregivers, the company’s mission is simple: to help people live independently and with dignity. Their culture is built around service, empathy, and a deep commitment to community.
📌 How to Apply
If you’re ready to take the next step in your leadership career and make a real impact in people’s lives—this is your chance.
👉 Apply Now via MakeHelpOf.com before the position is filled.
📋 Job Summary
| Detail | Info |
|---|---|
| Job Title | Contact Center Team Lead |
| Company | Help at Home |
| Employment Type | Full-Time |
| Location | Remote (U.S. Only) |
| Pay | $45,000–$50,000/year |
| Start Date | Immediate |
| Experience Level | Mid to Senior |
| Industry | In-Home Healthcare / Contact Center |
🚨 Don’t Miss Out
If you’re passionate about leading with empathy, coaching teams to excellence, and delivering meaningful customer support—Help at Home is hiring now. Don’t wait. Start building your legacy in one of America’s most respected care organizations.