Contact Center Director directs all aspects of an organization's contact center policies, objectives, operations, and initiatives. Analyzes operations and develops key performance criteria and standards to monitor and manage agents' performance. Being a Contact Center Director establishes operational targets, best practices, and training programs that support service, quality, and efficiency standards. Researches state-of-the-art operations and technology used by contact centers to identify and adopt models and tools to enhance the customer experience and drive efficiency improvements. Additionally, Contact Center Director develops collaborative partnerships with stakeholders to maintain effective operations and deliver optimal results. Requires a bachelor's degree. Typically reports to top management. The Contact Center Director manages a departmental sub-function within a broader departmental function. Creates functional strategies and specific objectives for the sub-function and develops budgets/policies/procedures to support the functional infrastructure. To be a Contact Center Director typically requires 5+ years of managerial experience. Deep knowledge of the managed sub-function and solid knowledge of the overall departmental function. (Copyright 2024 Salary.com)
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 2023! We also received the "Great Place Place To Work" Certification for 2023-2024!
The Director of Operations oversees management of all operational units throughout the Company to provide exceptional fiscal intermediary services to those receiving services through self-direction.
RESPONSIBILITIES AND DUTIES
EDUCATION
EXPERIENCE AND QUALIFICATIONS
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.
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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.
Job Type: Full-time
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Work Location: In person
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