Contact Center Operations Team Lead

GT Independence, LLC; Southington (CT); On-site; USD 60,000 - 65,000; Full time

Job summary

GT Independence, LLC is seeking an Operations Team Leader at our Southington, CT location to manage a team and ensure calls are answered promptly and knowledgeably. You will coach staff, monitor performance, and implement improvements to daily operations in a supportive, client-focused environment.

The role requires at least 2 years of related experience, a high school diploma or GED (associate degree preferred), and strong Microsoft Office and Internet skills to support our self-direction

Qualifications

• At least 2 years of related experience.
• High School Diploma or GED; 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

Team leadership

Microsoft Office

Customer service

Education

High School Diploma or GED

Associate degree preferred

Tools

Microsoft Office Suite

Internet proficiency

Job description

Southington, CT Office
Southington, CT 06489, USA

• Pay or shift range: $60,000 USD to $65,000 USD
  The estimated range is the budgeted amount for this position. Final offers are based on various factors, including skill set, experience, location, qualifications and other job-related reasons.

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."

Preferred

Associates or better in General Business.

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.