Contact Center Team Lead

Contact Center Team Lead

Join our winning team, recently honored on Forbes' list of America's Best Startup Employers for 2025!

THE HELPER BEES (THB) was created to fill an obvious need in an underserved community. Inspired by love and brought to reality through passion and determination, The Helper Bees was founded to empower older adult citizens and their families in their search for quality, affordable in-home care providers. We do this by providing older adults the ability to easily review, choose, and access affordable quality in-home helpers.

The Helper Bees mission is to be the best in the world at finding & fulfilling the needs of older adults.

At THB, we define our company culture through our Core Values:

• Quickly iterate through solutions - We move at a fast pace which requires quick iterations to find a path to a repeatable solution
• Seek ways to create immediate impact - Be thoughtful and proactive in how you make an impact on your team. Actively look for ways to make a fast, positive impact.
• Bee the teammate you want to work with - We work as a team, help each other and encourage each other
• Ask questions, answer questions - You can't iterate through solutions if you don't ask the right questions which is why there is an expectation that questions should be asked. When you know the answer, being a good teammate means chiming in to get others up to speed.
• Take the time to celebrate wins - It's so easy for a team that is heads down to forget about all the great things they've accomplished. That's why we make it a priority to remind ourselves to create space to celebrate wins, big or small.

Job Summary:

The Contact Center Team Lead is a critical leadership position assisting with managing our Geriatric Care Management team, which provides essential recommendations and support to older adults and their caregivers, all over the phone. The ideal candidate will be a mission-driven, organized, and knowledgeable professional who thrives in managing remote teams and ensuring excellence in clinical and operational delivery.

Requirements

• Geriatric Care Coordinator(s), Care Managers (CM)
• Provide ongoing coaching, guidance, and performance evaluations to team members to ensure consistent quality and performance.
• Ensure team compliance with company policies, procedures, and business rules.
• Mentor and motivate team members to maintain high performance levels, including achievement of KPIs (team and individual CM) and foster professional development.
• Oversee the training, on-boarding and ongoing education of the care management team to maintain best practices in geriatric care.

Duties/Responsibilities:

• Supervise high-volume inbound and outbound telephonic scheduling, ensuring that the team meets telephony goals and expectations.
• Oversee and utilize proprietary technology platforms to track and manage team progress on conversions, assessments and action plans, ensuring all tasks are completed within determined SLA, are high-quality and according to set standards.
• Collaborate with management to monitor team performance through KPIs, providing feedback and re-aligning efforts as needed to meet targets.
• Take ownership of team performance by guiding members toward meeting outcomes/goals using established KPIs, ensuring that each member's contributions are aligned with team objectives.
• Oversee the management of partner pipelines, ensuring adherence to business rules and the timely completion of tasks by team members.
• Lead the monitoring of partner communications across various channels, with a focus on prioritizing email exchanges and ensuring prompt responses.
• Supervise the daily coordination schedule, ensuring adjustments are made as needed to prioritize high-impact tasks and ensure that team members meet deadlines.
• Assist team members with follow-up engagements when necessary and ensure timely action is taken on referral escalations.
• Take a proactive role in team management by identifying opportunities for improvements in workflows and overall team performance.
• Conduct quality assurance reviews of care recommendations to ensure clinical accuracy and compassionate guidance.
• Other duties as assigned to support team success and organizational goals.

Performance Metrics:

• Customer Satisfaction: Maintain a high level of customer satisfaction, as measured by customer feedback surveys and Net Promoter Score (NPS).
• Revenue: Achieve monthly, quarterly, and annual revenue targets set by the company.

Required Skills/Abilities:

• Ability to thrive in a fast paced environment
• Expertise in using proprietary technology platforms to track and manage team workflows.
• Strong telephonic communication skills to support high-volume inbound and outbound scheduling, providing guidance and direction to team members.
• Ability to collaborate with management to analyze team performance and optimize KPI outcomes.
• Proven ability to lead a team and track progress toward intended goals using KPIs.
• Strong organizational skills to oversee multiple partner pipelines, ensuring that team members are adhering to business rules and completing tasks in a timely manner.
• Excellent communication skills to manage partner communications and assist the team in maintaining high standards.
• Outstanding skills in communication, critical and creative thinking, task management, and personal organization
• Proven stakeholder management and customer success skills
• Proactive problem solving: Ability to anticipate and identify potential challenges or issues before they arise, demonstrating a strong sense of foresight and a proactive approach to problem solving
• Ability to motivate and manage teams to achieve goals
• Ability to effectively elicit/provide information to and from appropriate individuals (including, but not limited to, supervisors, co-workers, clients) via strong communication skills
• Computer proficiency required - Comfortable working with technology and providing basic technical support
• Strong passion for helping others and problem-solving
• Must be 18 years of age or older

Education and Experience:

• Minimum 3 years of experience on a telephonic care management team.
• Demonstrated expertise in geriatric care and familiarity with the needs of older adults and their caregivers.
• Proven ability to lead in a remote environment with strong organizational and communication skills.
• Passion for improving the quality of life for older adults and advancing a mission-driven organization.

Physical Requirements:

• Ability to remain at your designated workstation for the duration of the workday
• Constantly operates a computer and other office productivity machinery, such as a phone and Voice over Internet Protocol (VoIP).
• The ability to communicate information and ideas so others will understand. Must be able to exchange accurate information in these situations.
• The ability to observe details at close range (typically on a computer screen)
• This position offers the flexibility of remote work at approved locations within the United States. Candidates must have a reliable internet connection and a designated work environment conducive to professional phone calls and sensitive data. Enjoy the convenience and comfort of working remotely while contributing to our team's success.

The Helper Bees is committed to building a workplace where diversity, equity, and inclusion are valued and prioritized. We are an equal opportunity employer that welcomes all qualified applicants without discrimination based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability status, or any non-merit based or legally protected grounds.

The Helper Bees provides reasonable accommodations to qualified individuals with disabilities during the job application and interview process. To request accommodation, please let your recruiter know.

As part of our standard hiring process, selected candidates may be required to undergo a background check and/or drug screen. The Helper Bees adheres to applicable federal, state, and local laws regarding these screenings, and the results will be considered in accordance with applicable regulations.

The Helper Bees was recently made aware of a fraudulent entity posing as our organization and requesting personal information. Please be aware of and protect yourself from scams. Visit the careers page of our website to view all current job openings.

Salary Description $50,000