Contact Center Operations Manager

GT Independence Careers•High Point, NC

9d•Onsite

About The Position

The Contact Center (Program Operations) Manager manages an operational unit in Connecticut in order to assist and support real-time operations. The manager facilitates the utilization of resources to achieve customer satisfaction, productivity, payroll schedule adherence, and goal attainment. 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.

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

Nice To Haves

Bachelor's in business management or Business Administration preferred.

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
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 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