Call Center Team Lead — Drive Coaching & Service Excellence

GT Independence, LLC; Southington (CT); On-site; USD 55,000 - 75,000; Full time

Job summary

GT Independence in Southington, CT is seeking a Call Center Supervisor (Team Lead) to guide a team in delivering high-quality service. You will coach, motivate, and train staff, monitor performance, and work with management on process improvements.

The role requires a High School Diploma or GED, 2+ years of relevant experience, and strong communication and organizational skills. Proficiency with Microsoft Office and Excel is expected in a standard office setting.

Qualifications

• High School Diploma or GED is required.
• Excellent written and oral communication skills.
• Experience working on complex projects with critical thinking and problem solving.
• Strong organizational and administrative skills with ability to meet deadlines.
• Ability to balance work pressure with time management.
• Ability to build positive relationships with diverse backgrounds.
• Experience in maintaining an effective team.
• Proficiency with Microsoft programs and the Internet.
• Proficiency with Excel.

Responsibilities

• Provides daily direction and communication to employees so that calls are answered in a timely, efficient and knowledgeable manner.
• Evaluates processes and procedures; suggests methods to improve area operations, efficiency and service.
• Manages employees, ensuring work is handled efficiently and effectively.
• Provides performance feedback and coaching regularly to each team member.
• Ensures employees have training and resources to perform their jobs.
• Create and maintain a high-quality work environment.
• Assists management with staffing, training, scheduling and recognition programs.
• Participates in projects for area/process improvement.
• Uses judgment in upward communication regarding department or employee concerns.
• Assists with documentation and training of DocuSign program.
• Assists in developing and preparing operational plans and reports on status.
• Promotes adherence to the company’s mission and values.
• Additional duties as assigned.

Skills

Team leadership

Communication

Coaching

Problem solving

Time management

Customer service awareness

Education

High School Diploma or GED

Associate degree preferred

Tools

Microsoft Office

Excel

Job description

GT Independence in Southington, CT is seeking a Call Center Supervisor (Team Lead) to guide a team in delivering high-quality service. You will coach, motivate, and train staff, monitor performance, and work with management on process improvements.

The role requires a High School Diploma or GED, 2+ years of relevant experience, and strong communication and organizational skills. Proficiency with Microsoft Office and Excel is expected in a standard office setting.