Contact Center Supervisor in Southington, CT

GT Independence Careers•Southington, CT

13d

About The Position

GT Independence is a family-founded, leading national Financial Management Services (FMS) provider that supports individuals participating in self-direction programs, helping them manage long-term care and support services at home and in community-based settings. The organization promotes personal choice, independence, and quality of life by delivering person-centered financial and administrative services. The Contact Center Supervisor (Team Leader) is responsible for delivering quality and efficient customer service through the daily management of a team. The role includes motivating, recognizing and rewarding employees, coaching, counseling, training, and problem solving. The supervisor also supports staffing, training, scheduling, and reward and recognition programs, and contributes to projects that improve the area or its processes. GT Independence describes its culture as one where individuals can grow, thrive, and make a meaningful difference. Its mission is “To help people live a life of their choosing regardless of age or ability.”

Requirements

At least 2 years of related experience.
High school diploma or GED required.
Competence using Microsoft programs and the Internet.

Nice To Haves

Associate degree preferred, but not required.

Responsibilities

Provide daily direction and communication to employees so calls are answered in a timely, efficient, and knowledgeable manner.
Continually evaluate processes and procedures and suggest methods to improve operations, efficiency, and service to internal and external customers.
Manage employees to ensure work is handled efficiently and effectively.
Provide regular performance feedback and coaching to each team member.
Ensure employees have appropriate training and other resources to perform their jobs.
Create and maintain a high-quality work environment.
Assist the manager with developing, analyzing, and implementing staffing, training, scheduling, and reward and recognition programs.
Work as a member or leader of special or ongoing projects important to area or process improvement.
Use appropriate judgment in upward communication regarding department or employee concerns.
Motivate, recognize and reward, coach, counsel, train, and help solve problems for team employees.