Team Lead Care Partner - Remote

Job Summary

The Care Partner Team Lead is an experienced individual contributor who bridges frontline fulfillment work with day-to-day team operations. In this role, you'll support the Operations Manager with coaching, program reporting, and cross-team coordination — while continuing to contribute directly to caregiver-to-client matching outcomes. You'll build working knowledge across all program lines your team supports and serve as a practical, go-to resource for daily workflows, process adherence, and continuous improvement.

Essential Job Functions

• Own or co-own recurring performance reports — fill rate, time-to-fill (TAT), outreach volume, and SLA adherence.
  • Pull and organize data from our staffing, scheduling, and reporting platforms to surface insights ahead of program meetings and leadership reviews.
• Prepare agendas and co-facilitate team standups and program-specific working sessions.
  • Keep discussions focused, document outcomes, and distribute follow-ups to maintain alignment across teams.
• Serve as a hands-on resource for newly hired team members.
  • Walk them through daily workflows and core systems — contact-center/dialer, staffing, scheduling, and workforce-management tools — and reinforce documentation standards for candidate search summaries, caregiver outreach logs, and placement tracking.
• Observe and provide real-time coaching on search quality, caregiver outreach, vetting decisions, and SLA compliance.
  • Partner with the Manager to identify coaching opportunities and help teammates strengthen skills such as multi-role placement, caregiver re-engagement, and escalation judgment.
• Document coaching conversations in the designated system of record.
  • Contribute directly to fulfillment by supporting high-priority and escalated searches.
    • Apply strong knowledge of scheduling tools, manual candidate searches, distance and eligibility verification, and program-specific vetting requirements to improve match quality and reduce time-to-fill on hard-to-fill cases.
  • Support 1-on-1s & Team Check-ins.
    • Absorb and share real-time feedback on workflow barriers, system issues, and unclear processes.
      • Collect structured observations with the Manager and contribute ideas to improve matching outcomes, documentation consistency, and cross-team coordination with client-facing and recruiting partners.
• Escalation Support & First-Level Issue Resolution.
  • Act as a first-level resource for team questions and issues before they reach the Manager.
    • Use sound judgment to resolve routine questions and escalate complex situations — unfilled-shift escalations, caregiver incidents, pay-approval requests, or offboarding cases — with the right context and urgency.
• Coverage & Operational Continuity.
  • Help maintain operational stability during high-volume periods, shift transitions, or manager absence.
    • Monitor queue health across contact-center, workforce-management, and scheduling systems, uphold team communication norms, and help prioritize daily work when the team is stretched.

Qualifications

• High school diploma required; bachelor's degree preferred.
  • 1+ year of experience in staffing, recruiting coordination, scheduling, workforce operations, or a comparable frontline fulfillment/coordination role, with a consistent track record of meeting and exceeding KPIs.
• Home care, healthcare staffing, or high-volume candidate-matching experience is a plus.
  • Demonstrated ability to guide, train, or mentor teammates on workflows, tools, or best practices.
• Comfort working across multiple operational systems — contact-center/dialer, CRM or applicant-tracking, scheduling, and workforce-management tools — and the ability to learn proprietary platforms quickly.
  • Able to work with program data and reports — pull information, spot trends, and summarize key takeaways.
• A clear, reliable communicator who follows up, keeps others informed, and documents outreach and outcomes consistently.
  • A trusted peer resource: the person teammates naturally turn to for help, guidance, or a second opinion.
• A collaborative mindset; gives and receives feedback constructively and keeps momentum moving forward.
  • Equal Opportunity Employer and E-Verify user.