What are the responsibilities and job description for the Call Center Team Leader (MN) position at GT Independence?
Work for a company where you make a difference in people's lives every day!
At GT, we know that our people are at the heart of our success. If you love your work, enjoy collaboration, and want to learn, you’ve come to the right place! Let us help you discover a new passion for doing good in a growing industry.
GT Independence has won numerous awards and recognitions for being a great workplace, including being named a National “Best and Brightest Companies to Work For” in 2024! We also received the "Great Place Place To Work" Certification for 2023-2024!
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 AND DUTIES
- 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
- Assist with documentation, and training of DocuSign program
- Assist in developing and preparing operational plans and reports on project status
- Promote 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 towards 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 or home office.
GT Independence is a national, family-owned organization and a trusted leader in personal and financial services for people in need of home and community-based care throughout the country. We help thousands of people in public health programs across the country find and hire their own personal assistants.
Our Operations team strives to create trust, autonomy and even fun. We believe that everyone can contribute and that the best employees are intrinsically motivated, so we excel because we respect each other and we love what we do.
We value excellence, but we won’t micromanage to achieve it. If you are self-motivated, we’ll give you the freedom to succeed on your own. Team members enjoy flexible time off, competitive wages and benefits and the opportunity to grow professionally.
__________________________________________________________________________________
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.
