GT Independence · 12 hours ago

Contact Center (Program) Manager

Full-time

Remote

Entry, Mid Level

$75K/yr - $75K/yr

2+ years exp

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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

Qualification

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Operations experienceProject managementMicrosoft Office SuiteDiversity communicationSoftware application proficiency