Contact Center Manager

GT Independence Careers•Southington, CT

1d•Onsite

About The Position

At GT Independence, people are at the heart of everything we do. If you thrive in a collaborative environment, love what you do, and are eager to grow, you’re in the right place. Discover a career where your work genuinely improves lives and supports a mission that matters. Our Mission To help people live a life of their choosing, regardless of age or ability. GT Independence has earned multiple awards for being an exceptional workplace, including being named a 2026 National “Best and Brightest Companies to Work For.” We are also proudly certified as a Great Place to Work® for 2026/2027 —a distinction reserved for top employers committed to outstanding employee experiences. 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.

Requirements

Bachelor's Degree required with at least 24 hours of coursework in business, communications, healthcare administration, program management, or other closely related fields
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

Nice To Haves

5 years of additional experience will be accepted in lieu of Bachelor's degree

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)