Customer Experience Team Leader

GT Independence; Southington (CT); On-site; USD 60,000 - 75,000; Full time

Job summary

GT Independence is seeking a Contact Center (Operations) Team Leader in Southington, CT. You will manage a team to deliver high-quality customer service, coaching staff, and driving process improvements while aligning with company values.

The role emphasizes collaboration, training, and performance management in a dynamic office setting. Strong communication and organizational skills are essential for success and career growth within GT Independence.

Qualifications

• 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 meet deadlines.
• Demonstrate the ability to balance work pressure with time management and to build positive relationships with diverse backgrounds.
• Experience in leading and maintaining a highly effective team.
• Proficient in Microsoft programs and the Internet; competent in Excel.

Responsibilities

• Provides daily direction and communication to employees so that calls are answered timely and knowledgeably.
• Evaluates processes and procedures; suggests methods to improve area operations, efficiency and service.
• Manages employees, ensuring work is handled efficiently and effectively.
• Provides performance feedback and coaching on a regular basis.
• Ensures employees have training and resources to perform their jobs.
• Assists in staffing, scheduling and reward/recognition programs; supports project work.

Skills

Communication

Team leadership

Problem solving

Organizational skills

Time management

Relationship building

Education

High School Diploma or GED

Associate degree

Tools

Microsoft Office

Excel

Internet

Job description

GT Independence is seeking a Contact Center (Operations) Team Leader in Southington, CT. You will manage a team to deliver high-quality customer service, coaching staff, and driving process improvements while aligning with company values.

The role emphasizes collaboration, training, and performance management in a dynamic office setting. Strong communication and organizational skills are essential for success and career growth within GT Independence.