Contact Center Team Leader

Southington, CT Office Southington, CT 06489, USA Description Make a Meaningful Impact Every Day! At GT Independence, people are at the heart of everything we do. If you thrive in a collaborative environment, love what you do, and are eager to grow, you’re in the right place. Discover a career where your work genuinely improves lives and supports a mission that matters. Our Mission: To help people live a life of their choosing, regardless of age or ability. GT Independence has earned multiple awards for being an exceptional workplace, including being named a 2026 National “Best and Brightest Companies to Work For.” We are also proudly certified as a Great Place to Work® for 2026/2027 —a distinction reserved for top employers committed to outstanding employee experiences. The Contact Center Team Leader position is responsible for providing quality and efficient service to customers through the daily management of a team of employees, including motivating, recognizing and rewarding, coaching, counseling, training, and problem solving. Responsibilities and Duties Provides daily direction and communication to employees so 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 Assists with documentation, and training of DocuSign program Assists in developing and preparing operational plans and reports on project status Promotes adherence to and upholds the company’s mission and values Other duties as assigned Education High School Diploma or GED required Associate degree preferred but not required Experience and Qualifications 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 toward 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 Work Environment Work is performed in a typical office setting. As a family-founded national leader in personal and financial services for individuals who rely on home- and community-based care, GT Independence supports tens of thousands of people across the country as they find and hire their own caregivers or personal assistants. Our operations team is driven by trust, autonomy, and—yes—fun. We believe great teams come from people who are intrinsically motivated, empowered, and valued. We respect each other, we care about the work we do, and we succeed because we work with purpose. We value excellence, but we won’t micromanage to achieve it. If you are self‑motivated, we give you the space and support to grow and thrive. Team members enjoy flexible paid time off, competitive wages & benefits, and meaningful opportunities for professional growth. Grow your career with us. Grow your impact with us. _______________________ What Culture & Belonging Means at GT: Bring Your Authentic Self To Work GT is committed to being a welcoming and inclusive community. We aspire for all staff to feel comfortable bringing their full, authentic selves to work. We want people to feel valued and have a sense of belonging. GT strives to create a workforce that reflects the communities we serve. We recognize that our diversity makes us stronger. It also drives innovation and ultimately helps us achieve our mission of self-determination. Equal Opportunity Employer. This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor. #J-18808-Ljbffr GT Independence