Contact Center Operations Manager - CT

About the Role

GT Independence is a mission-driven organization where people are at the heart of everything we do. As the Business Operations (Program) Manager, you will manage an operational unit based in Connecticut, supporting stakeholders in Connecticut and other assigned markets. Your work will ensure payroll timeliness, goal attainment, and stakeholder satisfaction, directly improving lives through our mission.

GT Independence has earned multiple awards, including being named a 2026 National “Best and Brightest Companies to Work For” and certified as a Great Place to Work® for 2026/2027.

Responsibilities

• Develop and monitor key performance metrics to measure staff performance and operations functions.
• Regularly evaluate business processes, procedures, and systems and make recommendations for improvement.
• Participate in business development for recently acquired contracts.
• Engage in quality improvement projects and lead continuous improvement efforts.
• Assign and monitor staff caseloads and accounts distribution.
• Ensure timeliness in payroll schedule requirements.
• Evaluate program effectiveness through prepared reports and present findings to leadership.
• Monitor and measure compliance standards.
• Collaborate with staff across business units to develop, maintain, and update policies, procedures, and training materials.
• Develop staff through internal and external resources and on-the-job training.
• Build and maintain relationships with State agencies as a key liaison.
• Resolve escalated customer complaints.
• Communicate goals, expectations, and results with internal and external stakeholders as appropriate.
• Perform other tasks reasonably associated with the role of Program Manager (Business & Operations).

Requirements

• Bachelor’s Degree required; Bachelor’s in business management or business administration preferred.
• 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 years of progressively responsible people management experience.
• Extensive experience working on complex projects with critical thinking and problem-solving skills.
• Excellent organizational and administrative skills with demonstrated ability to meet deadlines.
• Effective time management skills.
• 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.

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. Our operations team thrives on trust, autonomy, and fun, empowering intrinsically motivated individuals to grow and succeed with purpose.

Benefits

• Flexible paid time off.
• Competitive wages and benefits.
• Meaningful opportunities for professional growth.

Culture & Belonging

GT is committed to being a welcoming and inclusive community where all staff feel valued and comfortable bringing their full, authentic selves to work. We strive to create a workforce that reflects the communities we serve, recognizing that our diversity drives innovation and strengthens our mission of self-determination.