Contact Center Supervisor

GT Independence•Southington, CT

5d•Onsite

About The Position

At GT, we know that our people are at the heart of our success. If you love your work, enjoy collaboration, and want to learn, you’ve come to the right place! Let us help you discover a new passion for doing good in a growing industry. GT Independence has won numerous awards and recognitions for being a great workplace, including being named a National “Best and Brightest Companies to Work For” in 2025! We also received the "Great Place Place To Work" Certification for 2025-2026! The Contact Center Supervisor (Team Leader) position is responsible for providing quality and efficient service to customers through the daily management of a team of employees to include motivating, recognizing and rewarding, coaching, counseling, training, and problem solving.

Requirements

At least 2 years of related experience
Excellent written and oral communication skills
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 by planning and organizing
Demonstrate the ability to balance work pressure with time management skills
Demonstrate ability to build positive relationships and communicate with people of diverse backgrounds and abilities
Experience in working, initiating, and maintaining a highly effective team
Competent in the use of Microsoft programs and the Internet
Competent use of Excel
High School Diploma or GED required

Nice To Haves

Associate degree preferred but not required

Responsibilities

Provides daily direction and communication to employees so that calls are answered in a timely, efficient and knowledgeable manner
Provides continual evaluation of processes and procedures; responsible for suggesting methods to improve area operations, efficiency and service to both internal and external customers
Managing employees, ensuring work is handled efficiently and effectively
Provides performance feedback and coaching on a regular basis to each team member
Ensures employees have appropriate training and other resources to perform their jobs
Create and maintain a high-quality work environment
Assists the manager with the development, analyses and implementation of staffing, training, scheduling and reward/recognition programs
Works as a member/leader of special or ongoing projects that are important to area/process improvement
Uses appropriate judgment in upward communication regarding department or employee concerns
Assist with documentation, and training of DocuSign program
Assist in developing and preparing operational plans and reports on project status
Promote adherence to and upholds the company’s mission and values
Other duties as assigned