Contact Center Operations Manager - CT
About The Position
The Business Operations (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. 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. The operations team is driven by trust, autonomy, and fun, believing that great teams come from intrinsically motivated, empowered, and valued individuals. The company respects each other, cares about the work, and succeeds by working with purpose. They value excellence and provide space and support for self-motivated individuals to grow and thrive.
Requirements
- Bachelor’s Degree required. Bachelor’s in business management or business administration preferred.
- 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)
Benefits
- flexible paid time off
- competitive wages & benefits
- meaningful opportunities for professional growth
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What This Job Offers
Job Type
Full-time
Career Level
Manager
