Director of Contact Center Operations

Gt Independence - Southington, CT

Full-time - Senior

Southington, CT

Administrative and Support Services

About the position

The Director of Contact Center Operations at GT Independence is responsible for overseeing all operational units within the company, ensuring the delivery of exceptional fiscal intermediary services to clients utilizing self-direction. This role emphasizes strategic planning, operational standards maintenance, and the development of leadership skills among subordinates, all while fostering a collaborative and inclusive work environment.

Responsibilities

• Maintains operational standards and formulates, implements, and communicates operational policies and procedures.
• Plans, executes, and implements strategic objectives in support of the company's overall Strategic Plan.
• Coordinates activities across operational unit lines and evaluates plans, making recommendations to senior management.
• Develops leadership and management skills within subordinates and approves performance appraisals and wage increases.
• Develops metrics to measure operations performance and participates in the development of new services for recently acquired contracts.
• Leads continuous improvement projects in customer service, payroll, and processing.
• Monitors workloads and re-assigns agencies and programs appropriately.
• Collaborates with directors and executives from other functional areas to optimize service delivery.
• Identifies opportunities to improve processes and builds relationships with agencies.

Requirements

• Bachelor's Degree in business, human services, or a related field required.
• At least 5 years of relevant experience in management and operations.
• Knowledge in supervision, business management, and leadership.
• Excellent written and oral communication skills.
• Extensive experience in working on complex projects with critical thinking and problem-solving skills.
• Excellent organizational and administrative skills with the ability to meet deadlines.
• Demonstrated ability to build positive relationships with diverse individuals.
• Competent in the use of Microsoft Office programs.

Benefits

• Health savings account
• Health insurance
• Dental insurance
• Tuition reimbursement
• Paid time off
• Parental leave
• Vision insurance
• 401(k) matching
• Life insurance