Contact Center Ops Team Lead: Elevate Service

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 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.