at Help at Home in Chicago, Illinois, United States
Job Description
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 60,000 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 Contact Center Leader will oversee the strategic and operational management of the contact center, ensuring a seamless and integrated caregiver and client experience across all communication channels. This role requires a seasoned professional with extensive experience in contact center leadership, a deep understanding of omnichannel strategies, and the ability to drive performance improvements while maintaining elevated levels of caregiver, client, and partner satisfaction. This leadership position is critical to the evolution of the operational operating model and will play a strategic role in Help at Home’s scaling and differentiation in the market.
This position will work from their home office with quarterly travel to the Chicago, IL headquarters for on-site collaboration and department meetings.**
As a People Leader:
+ You lead with empathy, vulnerability, and honesty
+ Must have a love of learning
+ Endless curiosity and an enthusiasm for continuous improvement
+ Team-first mindset
+ Empower and inspire full time associates through coaching
+ Hold others to high standard
+ Knows how and when to celebrate success
Duties/Responsibilities:
+ Leadership and Strategy:
+ Develop and implement the overall strategy for the contact center, focusing on delivering an exceptional omnichannel experience.
+ Lead, mentor, and develop a high-performing team of contact center managers and agents.
+ Collaborate with senior leadership to align contact center operations with the company’s strategic goals and objectives.
+ Operational Management:
+ Oversee day-to-day operations of the contact center, ensuring efficient and effective handling of customer interactions across all channels (phone, email, chat, social media, etc.).
+ Monitor key performance indicators (KPIs) and implement strategies to optimize performance, including customer satisfaction, first contact resolution, and average handle time.
+ Manage workforce planning and scheduling to ensure adequate coverage and resource allocation.
+ Omnichannel Integration:
+ Drive the integration and optimization of omnichannel communication platforms to provide a seamless and consistent customer experience.
+ Evaluate and implement new technologies and tools to enhance the contact center’s capabilities and efficiency.
+ Ensure all channels are effectively utilized and synchronized to deliver a unified customer journey.
+ Caregiver Mobile App :
+ Oversee the delivery of the caregiver app and its strategic value in creating a differentiated caregiver experience.
+ Provide strategic input into the roadmap of the app as it relates to omnichannel communication as well as the deflection or removal on contacts through technology innovation.
+ Business Process Outsourcing :
+ Drive outsourcing strategy across shared operations including diversification, innovation, and oversight.
+ Create BPO governance model to assure security, compliance, and value measurement.
+ Caregiver and Client Experience:
+ Champion a customer-centric culture within the contact center, ensuring that all interactions reflect the company’s commitment to customer satisfaction.
+ Implement customer feedback mechanisms and analyze data to identify areas for improvement.
+ Develop and execute strategies to enhance the overall customer experience and loyalty.
+ Performance Management:
+ Establish and maintain performance metrics and reporting systems to track and analyze contact center performance.
+ Conduct regular performance reviews and provide coaching and feedback to staff.
+ Identify training and development needs and implement programs to address skill gaps.
+ Compliance and Quality Assurance:
+ Ensure compliance with all relevant regulations, policies, and procedures.
+ Implement and maintain quality assurance programs to ensure high standards of customer service.
+ Address and resolve escalated customer issues in a timely and effective manner.
Education and Experience:
+ Bachelor’s degree in Business Administration, Management, Communications, or a related field. Master’s degree preferred.
+ Minimum of 10 years of experience in contact center management, with at least 5 years in a senior leadership role.
+ Proven record in managing omnichannel contact centers.
+ Strong understanding of contact center technologies and omnichannel platforms.
Required Skills and Abilities:
+ Exceptional leadership and people management skills.
+ Strong analytical and problem-solving abilities.
+ Excellent communication and people skills.
+ Ability to drive change and implement new processes and technologies.
+ Customer-focused mindset with a passion for delivering outstanding service
Physical Requirements:
+ Majority (90%) of work is conducted indoors in air-conditioned or well-ventilated facilities.
+ The employee is generally subjected to long periods spent sitting, typing, or looking at a computer screen.
