Contact Center Manager

Pay or shift range $70,000 USD to $80,000 USD. The estimated range is the budgeted amount for this position. Final offers are based on various factors, including skill set, experience, location, qualifications and other job‑related reasons. Job Description 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. Mission To help people live a life of their choosing, regardless of age or ability. Our Awards & Certifications 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. Role Overview The Contact Center (Program) Manager manages an operational unit based in Connecticut supporting stakeholders in Connecticut and other assigned markets as needed. The Program Manager provides real‑time support to operations staff to ensure payroll timeliness, goal attainment, and ultimately stakeholder satisfaction. Responsibilities and Duties 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 Assigns and monitors staff caseloads and accounts distribution Ensuring timeliness in payroll schedule requirements Evaluates program effectiveness through prepared reports and presents to leadership on the same Monitors and measures compliance standards Collaborates with all staff across business units to develop, maintain, and update policies, procedures, and training materials Develops staff through internal and external resources and on‑the‑job training Builds and maintains relationships with State agencies as a key liaison Communicates goals, expectations, and results with internal and external stakeholders as appropriate Other tasks as may be reasonably associated with the Program Manager (Business & Operations) Education Bachelor’s Degree required with at least 24 hours of coursework in business, communications, healthcare administration, program management, or other closely related fields 5 years of additional experience will be accepted in lieu of Bachelor’s degree Experience and Qualifications At least two years of paid, professional experience in Business Operations Superior written and oral communication skills as evaluated in pre‑hire assessments At least three (3) years of progressively responsible people management experience 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 Ability to build positive relationships and communicate with people of diverse backgrounds and abilities Experience building highly effective teams Proficiency in Microsoft Office Suite Significant experience working across software applications Work Environment Work is performed in a typical office setting Benefits Flexible paid time off, competitive wages & benefits, and meaningful opportunities for professional growth. Equal Opportunity Statement 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