Contact Center Operations Team Lead

GT Independence is a family-founded, leading national Financial Management Services (FMS) provider that supports individuals participating in self-direction programs, helping them manage their long-term care and support services at home and in community-based settings. Dedicated to promoting personal choice, independence, and quality of life, GT Independence delivers reliable, person-centered financial and administrative services that empower individuals to direct their own care. With a growing national presence, the organization continues to expand its impact through innovation, service excellence, and a strong commitment to the people and communities it serves.

The Operations 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.

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

Qualifications

• At least 2 years of related experience
• High School Diploma or GED required; Associate degree preferred but not required
• Competent in the use of Microsoft programs and the Internet

As an organization focused on helping both the people we serve and our employees succeed, we foster a culture where individuals can grow, thrive, and make a meaningful difference every day. 

Join us in our mission: "To help people live a life of their choosing regardless of age or ability."