Call Center Manager in Southington, CT

GT Independence, LLC; Southington (CT); On-site; USD 75,000 - 80,000; Full time

Job summary

GT Independence is seeking a Program Manager to lead an CT-based Call Center team, ensuring payroll timeliness and stakeholder satisfaction. The role oversees performance metrics, process improvement, and cross‑functional collaboration with state agencies to support self-direction programs.

The ideal candidate has a bachelor’s degree in business management or administration and at least three years of people management experience, with a proven ability to build effective teams and manage

Qualifications

• Bachelor’s Degree required. Bachelor’s in business management or business administration preferred.
• At least three (3) years of progressively responsible people management experience
• Experience building highly effective teams

Responsibilities

• Develops and monitors key performance metrics to measure staff performance and operations functions
• Regularly evaluates business processes, procedures, and systems and makes recommendations for improvement
• Participates in quality improvement projects and leads efforts in continuous improvement
• Assigns and monitors staff caseloads and accounts distribution
• Evaluates program effectiveness through prepared reports and presents to leadership on the same
• Monitors and measures compliance standards
• Develops staff through internal and external resources and on-the-job training
• Builds and maintains relationships with State agencies as a key liaison
• Communicates goals, expectations, and results with internal and external stakeholders as appropriate

Skills

People management

Team building

Education

Bachelor's degree in business management or business administration

Job description

• Pay or shift range: $75,000 USD to $80,000 USD
  The estimated range is the budgeted amount for this position. Final offers are based on various factors, including skill set, experience, location, qualifications and other job-related reasons.

Description

GT Independence is a family-founded, leading national Financial Management Services (FMS) provider that supports individuals participating in self-direction programs, helping them manage their long-term care and support services at home and in community-based settings. Dedicated to promoting personal choice, independence, and quality of life, GT Independence delivers reliable, person-centered financial and administrative services that empower individuals to direct their own care. With a growing national presence, the organization continues to expand its impact through innovation, service excellence, and a strong commitment to the people and communities it serves.

The Call Center (Program) Manager manages an operational unit based in Connecticut supporting stakeholders in Connecticut and other assigned markets as needed. The Program Manager provides real-time support to operations staff to ensure payroll timeliness, goal attainment, and ultimately stakeholder satisfaction.

Responsibilities

• Develops and monitors key performance metrics to measure staff performance and operations functions
• Regularly evaluates business processes, procedures, and systems and makes recommendations for improvement
• Participates in quality improvement projects and leads efforts in continuous improvement
• Assigns and monitors staff caseloads and accounts distribution
• Evaluates program effectiveness through prepared reports and presents to leadership on the same
• Monitors and measures compliance standards
• Develops staff through internal and external resources and on-the-job training
• Builds and maintains relationships with State agencies as a key liaison
• Communicates goals, expectations, and results with internal and external stakeholders as appropriate

Qualifications

• Bachelor’s Degree required. Bachelor’s in business management or business administration preferred.
• At least three (3) years of progressively responsible people management experience
• Experience building highly effective teams

As an organization focused on helping both the people we serve and our employees succeed, we foster a culture where individuals can grow, thrive, and make a meaningful difference every day. Join us in our mission: "To help people live a life of their choosing regardless of age or ability."

GT Independence is an equal opportunity/affirmative action employer. All qualified applicants will be considered without regard to age, race,
color, sex, religion, nation origin, marital status, ancestry, hairstyle, citizenship, veteran status, sexual orientation or preference, or physical or
mental disability.

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.