Contact Center Operations Manager
GT Independence•High Point, NC
•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.
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
Benefits
- flexible paid time off
- competitive wages & benefits
- meaningful opportunities for professional growth
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
Upload and Match Resume
What This Job Offers
Job Type
Full-time
Career Level
Manager
