Business Operations Team Lead (Call Center)

GT Independence • Southington, CT

6d • $60,000 - $70,000

About The Position

GT Independence is a family-founded national Financial Management Services (FMS) provider that supports people participating in self-direction programs, helping them manage long-term care and support services at home and in community-based settings. The organization promotes personal choice, independence, and quality of life through person-centered financial and administrative services.

The Business Operations Team Leader provides quality and efficient customer service through the daily management of a team. This includes motivating, recognizing and rewarding employees, coaching, counseling, training, and problem solving. The role also works to improve operations and service for internal and external customers.

Requirements

• At least 2 years of related experience.
• High school diploma or GED.
• Competence using Microsoft programs and the Internet.

Nice To Haves

• Associate degree preferred but not required.

Responsibilities

• Provide daily direction and communication to employees so calls are answered in a timely, efficient, and knowledgeable manner.
• Continually evaluate processes and procedures and suggest methods to improve area operations, efficiency, and service to internal and external customers.
• Manage employees and ensure work is handled efficiently and effectively.
• Provide regular performance feedback and coaching to each team member.
• Ensure employees have appropriate training and other resources to perform their jobs.
• Create and maintain a high-quality work environment.
• Assist the manager with developing, analyzing, and implementing staffing, training, scheduling, and reward and recognition programs.
• Work as a member or leader of special or ongoing projects important to area or process improvement.
• Use appropriate judgment in communicating department or employee concerns upward.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED