Contact Center Team Leader - CT

GT Independence, LLC; Southington (CT); On-site; USD 55,000 - 75,000; Full time

Job summary

GT Independence is seeking an experienced Contact Center (Operations) Team Leader to guide a team toward delivering timely, accurate customer service. You will coach, train, and motivate staff while aligning with the company’s mission.

The role emphasizes process improvement, staffing, and performance management within a supportive, values-driven culture. Prior leadership and strong communication are essential.

Qualifications

• High School Diploma or GED required.
• Associate degree preferred but not required.
• At least 2 years of related experience.
• Excellent written and oral communication skills.
• Extensive experience in working on complex projects with critical thinking and problem solving.

Responsibilities

• Provides daily direction and communication to employees so calls are answered timely and knowledgeably.
• Evaluates processes and suggests improvements to operations and service.
• Manages employees to ensure work is handled efficiently.
• Provides performance feedback and coaching to team members.
• Ensures employees have training and resources to perform their jobs.
• Creates and maintains a high-quality work environment.
• Supports staffing, scheduling, and recognition programs.
• Participates in special projects for process improvement.
• Assists with documentation and training of DocuSign program.

Skills

Team leadership

Communication

Organizational skills

Project management

Customer service

Education

High school diploma or GED

Associate degree preferred

Tools

Excel

Microsoft Office

Job description

Make a Meaningful Impact Every Day!

At GT Independence, people are at the heart of everything we do. If you thrive in a collaborative environment, love what you do, and are eager to grow, you’re in the right place. Discover a career where your work genuinely improves lives and supports a mission that matters.

Our Mission:

To help people live a life of their choosing, regardless of age or ability.

GT Independence has earned multiple awards for being an exceptional workplace, including being named a 2026 National “Best and Brightest Companies to Work For.” We are also proudly certified as a Great Place to Work® for 2026/2027—a distinction reserved for top employers committed to outstanding employee experiences.

The Contact Center (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 AND DUTIES

• 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
• Assist with documentation, and training of DocuSign program
• Assist in developing and preparing operational plans and reports on project status
• Promote adherence to and upholds the company’s mission and values
• Other duties as assigned

EDUCATION

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

EXPERIENCE AND QUALIFICATIONS

• At least 2 years of related experience
• Excellent written and oral communication skills
• Extensive experience in working on complex projects with critical thinking and problem solving
• Excellent organizational and administrative skills with demonstrated ability to work towards and meet deadlines by planning and organizing
• Demonstrate the ability to balance work pressure with time management skills
• Demonstrate ability to build positive relationships and communicate with people of diverse backgrounds and abilities
• Experience in working, initiating, and maintaining a highly effective team
• Competent in the use of Microsoft programs and the Internet
• Competent use of Excel

WORK ENVIRONMENT

• Work is performed in a typical office setting.

As a family-founded national leader in personal and financial services for individuals who rely on home- and community-based care, GT Independence supports tens of thousands of people across the country as they find and hire their own caregivers or personal assistants.

Our operations team is driven by trust, autonomy, and—yes—fun. We believe great teams come from people who are intrinsically motivated, empowered, and valued. We respect each other, we care about the work we do, and we succeed because we work with purpose.

We value excellence, but we won’t micromanage to achieve it. If you are self‑motivated, we give you the space and support to grow and thrive. Team members enjoy flexible paid time off, competitive wages & benefits, and meaningful opportunities for professional growth.

Grow your career with us. Grow your impact with us.

_______________________

What Culture & Belonging Means at GT: Bring Your Authentic Self To Work

GT is committed to being a welcoming and inclusive community. We aspire for all staff to feel comfortable bringing their full, authentic selves to work. We want people to feel valued and have a sense of belonging. GT strives to create a workforce that reflects the communities we serve. We recognize that our diversity makes us stronger. It also drives innovation and ultimately helps us achieve our mission of self-determination.