Call Center Operations Manager — Growth & Quality

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

Job summary

GT Independence is seeking a Call Center Operations Program Manager to lead our Connecticut-based operations, ensuring payroll timeliness, goal attainment, and stakeholder satisfaction. This on-site, full-time role supports CT and other markets as needed.

The ideal candidate has a Bachelor's Degree, at least three years of people management experience, and a proven ability to build high-performing teams while maintaining compliance and strong cross-agency relationships.

Qualifications

• Bachelor's Degree required; business management or 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

Stakeholder communication

Education

Bachelor's Degree in Business

Job description

GT Independence is seeking a Call Center Operations Program Manager to lead our Connecticut-based operations, ensuring payroll timeliness, goal attainment, and stakeholder satisfaction. This on-site, full-time role supports CT and other markets as needed.

The ideal candidate has a Bachelor's Degree, at least three years of people management experience, and a proven ability to build high-performing teams while maintaining compliance and strong cross-agency relationships.