Contact Center Team Lead — Elevate Service & Ops

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

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