Contact Center Manager

GT Independence•Southington, CT

14h•$70,000 - $80,000•Onsite

About The Position

The Contact Center (Program) Manager manages an operational unit based in Connecticut supporting stakeholders in Connecticut and other assigned markets as needed. The Program Manager provides real-time support to operations staff to ensure payroll timeliness, goal attainment, and ultimately stakeholder satisfaction. As a family-founded national leader in personal and financial services for individuals who rely on home- and community-based care, GT Independence supports 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—yes—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. Grow your career with us. Grow your impact with us. 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.

Requirements

At least two years of paid, professional experience in Business Operations
Superior written and oral communication skills as evaluated in pre-hire assessments
At least three (3) years of progressively responsible people management experience
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
Proficiency in Microsoft Office Suite
Significant experience working across software applications

Responsibilities

Develops and monitors 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
Assigns and monitors staff caseloads and accounts distribution
Ensuring timeliness in payroll schedule requirements
Evaluates program effectiveness through prepared reports and presents to leadership on the same
Monitors and measures compliance standards
Collaborates with all staff across business units to develop, maintain, and update policies, procedures, and training materials
Develops staff through internal and external resources and on-the-job training
Builds and maintains relationships with State agencies as a key liaison
Resolves escalated customer complaints
Communicates goals, expectations, and results with internal and external stakeholders as appropriate
Other tasks as may be reasonably associated with the Program Manager (Business & Operations)