Contact Center Operations & Programs Manager

GT Independence; Southington (CT); On-site; USD 75,000 - 85,000; Full time

Benefits offered by this job

Flexible paid time off

Competitive wages & benefits

Growth opportunities

Job summary

GT Independence is seeking a Program Manager (Business & Operations) to oversee an operational unit in Connecticut, ensuring payroll timeliness, goal attainment, and stakeholder satisfaction. You will lead staff, monitor performance metrics, and drive continuous improvement across processes and policies.

The role requires a Bachelor’s in business administration and 2+ years in Business Operations, plus 3+ years of people management.

Qualifications

• At least two years of paid, professional experience in Business Operations.
• Three (3) years of progressively responsible people management experience.
• Superior written and oral communication skills.
• Experience managing complex projects with critical thinking and problem solving.

Responsibilities

• Develops and monitors key performance metrics to measure staff performance and operations.
• Regularly evaluates business processes, procedures, and systems and makes recommendations for improvement.
• Participates in business development for recently acquired contracts.
• Participates in quality improvement projects and leads continuous improvement.
• Assigns and monitors staff caseloads and accounts distribution.
• Ensuring timeliness in payroll schedule requirements.
• Evaluates program effectiveness through reports and presents to leadership.
• Monitors and measures compliance standards.
• Collaborates with staff across business units to develop, maintain, and update policies, procedures, and training materials.
• 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.
• Other tasks as may be reasonably associated with the Program Manager (Business & Operations)

Skills

Communication skills

People management

Organization skills

Problem solving

Cross-functional collaboration

Education

Bachelor’s Degree in Business Administration or related field

Tools

Microsoft Office Suite

Job description

GT Independence is seeking a Program Manager (Business & Operations) to oversee an operational unit in Connecticut, ensuring payroll timeliness, goal attainment, and stakeholder satisfaction. You will lead staff, monitor performance metrics, and drive continuous improvement across processes and policies.

The role requires a Bachelor’s in business administration and 2+ years in Business Operations, plus 3+ years of people management.