Call Center Operations Program Manager - CT

GT Independence, LLC; Southington (CT); On-site; USD 90,000 - 120,000; Full time

Job summary

GT Independence, LLC is seeking a Call Center Operations (Program) Manager in Connecticut. This leadership role ensures payroll timeliness, stakeholder satisfaction, and program effectiveness within the CT market and other assigned markets as needed.

The position emphasizes developing staff, implementing quality improvements, and maintaining compliance while building strong relationships with state agencies and internal teams.

Qualifications

• Bachelor's degree required in business management or administration.
• At least three years of progressively responsible people management experience.
• Experience building highly effective teams.

Responsibilities

• Develops and monitors metrics to measure staff performance and operations.
• Evaluates processes and systems, recommending improvements.
• Leads quality improvement projects and continuous improvement efforts.
• Assigns and monitors staff caseloads and account distribution.
• Evaluates program effectiveness and reports to leadership.
• Monitors and measures compliance standards.
• Develops staff through internal/external training resources.
• Builds relationships with State agencies as a liaison.
• Resolves escalated customer complaints promptly.
• Communicates goals and results with stakeholders.

Skills

People management

Team building

Process improvement

Education

Bachelor's Degree in Business Administration or related field

Job 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 Operations (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
• Resolves escalated customer complaints
• 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.