Call Center Ops Leader - Program Manager

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

Job summary

GT Independence, a national Financial Management Services provider, seeks a Call Center Operations Program Manager at the Southington, CT site. This full-time, on-site role oversees Connecticut operations and supports stakeholders to ensure payroll timeliness and stakeholder satisfaction.

Responsibilities include developing performance metrics, evaluating processes, leading continuous improvement projects, and managing staff caseloads while building relationships with state agencies.

Qualifications

• Bachelor's degree required; Bachelor's in business management or business administration preferred.

Responsibilities

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

Skills

People management

Team leadership

Education

Bachelor's Degree

Job description

GT Independence, a national Financial Management Services provider, seeks a Call Center Operations Program Manager at the Southington, CT site. This full-time, on-site role oversees Connecticut operations and supports stakeholders to ensure payroll timeliness and stakeholder satisfaction.

Responsibilities include developing performance metrics, evaluating processes, leading continuous improvement projects, and managing staff caseloads while building relationships with state agencies.