Call Center Program Manager: Lead Teams & Quality

GT Independence, LLC; Southington (CT); Presencial; USD 75.000 - 80.000; Jornada completa

Descripción de la vacante

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

Formación

• 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

Responsabilidades

• 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

Conocimientos

People management

Team building

Educación

Bachelor's degree in business management or business administration

Descripción del empleo

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