Call Center Manager in Southington, CT
About The Position
The Call Center (Program) Manager manages an operational unit based in Connecticut that supports stakeholders in Connecticut and other assigned markets as needed. The manager provides real-time support to operations staff to help ensure timely payroll, goal attainment, and stakeholder satisfaction. GT Independence is a family-founded national Financial Management Services provider supporting individuals in self-direction programs as they manage long-term care and support services at home and in community-based settings. The organization emphasizes personal choice, independence, quality of life, person-centered service, and helping people live a life of their choosing regardless of age or ability.
Requirements
- Bachelor’s degree required.
- At least three years of progressively responsible people-management experience.
- Experience building highly effective teams.
Nice To Haves
- Bachelor’s degree in business management or business administration preferred.
Responsibilities
- Develop and monitor key performance metrics to measure staff performance and operational functions.
- Evaluate business processes, procedures, and systems regularly and recommend improvements.
- Participate in quality improvement projects and lead continuous-improvement efforts.
- Assign and monitor staff caseloads and account distribution.
- Evaluate program effectiveness using prepared reports and present findings to leadership.
- Monitor and measure compliance standards.
- Develop staff using internal and external resources and on-the-job training.
- Build and maintain relationships with State agencies as a key liaison.
- Resolve escalated customer complaints.
- Communicate goals, expectations, and results to internal and external stakeholders as appropriate.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
