Call Center Operations Supervisor

GT Independence•Southington, CT

3d•Onsite

About The Position

The Call Center Operations Supervisor (Team Leader) position is responsible for providing quality and efficient service to customers through the daily management of a team of employees to include motivating, recognizing and rewarding, coaching, counseling, training, and problem solving. GT Independence is a family-founded national leader in personal and financial services for individuals who rely on home- and community-based care, supporting tens of thousands of people across the country as they find and hire their own caregivers or personal assistants. Our operations team is driven by trust, autonomy, and fun. We believe great teams come from people who are intrinsically motivated, empowered, and valued. We respect each other, we care about the work we do, and we succeed because we work with purpose. We value excellence, but we won’t micromanage to achieve it. If you are self-motivated, we give you the space and support to grow and thrive. Team members enjoy flexible paid time off, competitive wages & benefits, and meaningful opportunities for professional growth. 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.

Requirements

High School Diploma or GED required
At least 2 years of related experience
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 work towards and meet deadlines by planning and organizing
Demonstrate the ability to balance work pressure with time management skills
Demonstrate ability to build positive relationships and communicate with people of diverse backgrounds and abilities
Experience in working, initiating, and maintaining a highly effective team
Competent in the use of Microsoft programs and the Internet
Competent use of Excel

Nice To Haves

Associate degree preferred but not required

Responsibilities

Provides daily direction and communication to employees so that calls are answered in a timely, efficient and knowledgeable manner
Provides continual evaluation of processes and procedures; responsible for suggesting methods to improve area operations, efficiency and service to both internal and external customers
Managing employees, ensuring work is handled efficiently and effectively
Provides performance feedback and coaching on a regular basis to each team member
Ensures employees have appropriate training and other resources to perform their jobs
Create and maintain a high-quality work environment
Assists the manager with the development, analyses and implementation of staffing, training, scheduling and reward/recognition programs
Works as a member/leader of special or ongoing projects that are important to area/process improvement
Uses appropriate judgment in upward communication regarding department or employee concerns
Assist with documentation, and training of DocuSign program
Assist in developing and preparing operational plans and reports on project status
Promote adherence to and upholds the company’s mission and values
Other duties as assigned