Contact Center Operations Manager - Southington
2 days ago
Job description
Job DetailsDescription
Work for a company where you make a difference in people's lives every day
At GT, we know that our people are at the heart of our success.
If you love your work, enjoy collaboration, and want to learn, you've come to the right place Let us help you discover a new passion for doing good in a growing industry.
GT Independence has won numerous awards and recognitions for being a great workplace, including being named a National "Best and Brightest Companies to Work For" in 2025 We also received the "Great Place Place To Work" Certification forPosition Summary
The Contact Center Operations (Program) Manager manages the operational unit to assist and support real-time operations. The Program Manager facilitates the utilization of resources to achieve customer satisfaction, productivity, payroll schedule adherence, and goal attainment.
Responsibilities And Duties
Develop and monitor key performance metrics to measure staff performance and operations functions
Regularly evaluates business processes, procedures, and systems and makes recommendations for improvement
Participates in business development for recently acquired contracts
Participates in quality improvement projects and leads efforts in continuous improvement
Monitors workloads of the group and re-assigns tasks appropriately
Responsible for meeting payroll schedule requirements so that payroll is distributed on time
Prepares reports
Monitors and measures current compliance standards
Collaborates with other managers and departments to develop, maintain, and update policies, procedures, and training materials
Responsible for staffing, staff development, and training
Builds and maintains relationships with states and agencies as the key liaison
Resolves escalated customer complaints
Develops staff in a way that aligns with the Company's vision and values
Responsible for internal communications within the unit as well as with external stakeholders
Applies GT Independence values to the operational group
Other duties as assigned
EDUCATION
Bachelor's Degree required. Bachelor's in business management or business administration preferred.
Experience And Qualifications
At least two years of Operations experience
Excellent written and oral communication skills
Experience in supervision and leadership
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
Effective time management skills
Ability to build positive relationships and communicate with people of diverse backgrounds and abilities
Experience building highly effective teams
Competence in Microsoft Office Suite
Competence in utilizing multiple software applications
WORK ENVIRONMENT
Work is performed in a typical office setting.
GT Independence is a national, family-owned organization and a trusted leader in personal and financial services for people in need of home and community-based care throughout the country.
Our Operations team strives to create trust, autonomy and even fun.
We believe that everyone can contribute and that the best employees are intrinsically motivated, so we excel because we respect each other and we love what we do.
We value excellence, but we won't micromanage to achieve it. If you are self-motivated, we'll give you the freedom to succeed on your own. Team members enjoy flexible time off, competitive wages and benefits and the opportunity to grow professionally.__________________________________________________________________________________
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.
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