Call Center Operations Lead — Coach & Optimize

GT Independence, LLC; Southington (CT); On-site; USD 60,000 - 70,000; Full time

Job summary

GT Independence, LLC is seeking a Business Operations Team Lead (Call Center) in Southington, CT to supervise daily operations and coach a team of agents. The role focuses on ensuring timely and accurate customer interactions and driving process improvements to raise service levels.

The ideal candidate has at least 2 years of related experience, a high school diploma or GED, and proficiency with Microsoft Office.

Qualifications

• At least 2 years of related experience.
• High School Diploma or GED required; Associate degree preferred but not required.
• Competent in the use of Microsoft programs and the Internet.

Responsibilities

• Provides daily direction and communication to employees so that calls are answered in a timely, efficient and knowledgeable manner.
• Continual evaluation of processes and procedures; suggest methods to improve area operations, efficiency and service.
• Managing employees, ensuring work is handled efficiently and effectively.
• Provides performance feedback and coaching on a regular basis to each team member.
• Ensures employees have appropriate training and other resources to perform their jobs.
• Create and maintain a high-quality work environment.
• Assists the manager with staffing, training, scheduling and reward/recognition programs.
• Works as a member/leader of special or ongoing projects important to area/process improvement.
• Uses appropriate judgment in upward communication regarding department or employee concerns.

Skills

Microsoft Office

Strong communication

Education

High School Diploma or GED

Associate degree preferred

Tools

Microsoft Office Suite

Job description

GT Independence, LLC is seeking a Business Operations Team Lead (Call Center) in Southington, CT to supervise daily operations and coach a team of agents. The role focuses on ensuring timely and accurate customer interactions and driving process improvements to raise service levels.

The ideal candidate has at least 2 years of related experience, a high school diploma or GED, and proficiency with Microsoft Office.