Call Center Supervisor (Team Lead)

GT Independence; Southington (CT); On-site; USD 42,000 - 54,000; Full time

Job summary

GT Independence in Southington, CT seeks an organized professional to support project teams and ensure timely execution of daily tasks. You will coordinate communications, maintain documentation, and help optimize processes in a collaborative office setting.

The ideal candidate has at least 2 years of related experience, strong written and verbal communication, and proficiency with Microsoft Office and Excel. Associates degree preferred but not required.

Qualifications

• Solid written and verbal communication skills required.
• Experience handling complex projects and deadlines.
• Experience balancing workload and time management in a team setting.

Responsibilities

• Provides daily direction and communication to employees to ensure calls are answered timely and knowledgeably.
• Evaluates processes and suggests improvements for efficiency and service quality.
• Manages employees and ensures work is handled efficiently and effectively.
• Provides performance feedback and coaching to team members regularly.
• Ensures training resources are available for staff to perform their jobs.
• Supports documentation and training efforts for internal programs.

Skills

Communication skills

Problem solving

Organizational skills

Time management

Teamwork & collaboration

Microsoft Office

Excel

Education

High School Diploma or GED

Associate degree preferred

Tools

Microsoft Office

Excel

Job description

Make a Meaningful Impact Every Day!

At GT Independence, people are at the heart of everything we do. If you thrive in a collaborative environment, love what you do, and are eager to grow, you’re in the right place. Discover a career where your work genuinely improves lives and supports a mission that matters.

Responsibilities and Duties

• Provides daily direction and communication to employees so that calls are answered in a timely, efficient and knowledgeable manner.
• Provides continual evaluation of processes and procedures; responsible for suggesting methods to improve area operations, efficiency and service to both internal and external customers.
• 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 the development, analyses and implementation of staffing, training, scheduling and reward/recognition programs.
• Works as a member/leader of special or ongoing projects that are important to area/process improvement.
• Uses appropriate judgment in upward communication regarding department or employee concerns.
• Assist with documentation, and training of DocuSign program.
• Assist in developing and preparing operational plans and reports on project status.
• Promote adherence to and upholds the company’s mission and values.
• Other duties as assigned.

Education

• High School Diploma or GED required.
• Associate degree preferred but not required.

Experience and Qualifications

• At least 2 years of related experience.
• Excellent written and oral communication skills.
• Extensive experience in working on complex projects with critical thinking and problem solving.
• Excellent organizational and administrative skills with demonstrated ability to work towards and meet deadlines by planning and organizing.
• Demonstrate the ability to balance work pressure with time management skills.
• Demonstrate ability to build positive relationships and communicate with people of diverse backgrounds and abilities.
• Experience in working, initiating, and maintaining a highly effective team.
• Competent in the use of Microsoft programs and the Internet.
• Competent use of Excel.

Work Environment

• Work is performed in a typical office setting.