Call Center Operations Manager

GT Independence • Southington, CT

2d

About The Position

The Call 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.

Requirements

• 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

Responsibilities

• 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

Benefits

• Team members enjoy flexible time off, competitive wages and benefits and the opportunity to grow professionally.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 501-1,000 employees