Contact Center Operations Team Lead

GT Independence, LLC; Southington (CT); On-site; USD 55,000 - 70,000; Full time

Job summary

GT Independence in Southington, CT is seeking an Operations Team Leader to guide a team delivering quality customer service and efficient operations in daily tasks. The role focuses on coaching, scheduling, training, and process improvement while ensuring staff has resources to perform at a high level and to meet organizational goals.

Strong communication enhances service levels across calls and client interactions.

Qualifications

• At least 2 years of related experience.
• High School Diploma or GED required; Associate degree preferred but not required.
• Competent in the use of Microsoft programs and the Internet.

Responsibilities

• 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.

Skills

Microsoft Office

Education

High School Diploma or GED

Associate degree preferred

Job description

GT Independence is a family-founded, leading national Financial Management Services (FMS) provider that supports individuals participating in self-direction programs, helping them manage their long-term care and support services at home and in community-based settings. Dedicated to promoting personal choice, independence, and quality of life, GT Independence delivers reliable, person-centered financial and administrative services that empower individuals to direct their own care. With a growing national presence, the organization continues to expand its impact through innovation, service excellence, and a strong commitment to the people and communities it serves.

The Operations Team Leader position is responsible for providing quality and efficient service to customers through the daily management of a team of employees to include motivating, recognizing and rewarding, coaching, counseling, training, and problem solving.

Responsibilities

• 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

Qualifications

• At least 2 years of related experience


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


• Competent in the use of Microsoft programs and the Internet

As an organization focused on helping both the people we serve and our employees succeed, we foster a culture where individuals can grow, thrive, and make a meaningful difference every day.

Join us in our mission: \"To help people live a life of their choosing regardless of age or ability.\"