Call Center Operations Supervisor

Job DetailsDescriptionMake 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 Call Center Operations Supervisor (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 DutiesProvides daily direction and communication to employees so that calls are answered in a timely, efficient and knowledgeable mannerProvides continual evaluation of processes and procedures; responsible for suggesting methods to improve area operations, efficiency and service to both internal and external customersManaging employees, ensuring work is handled efficiently and effectivelyProvides performance feedback and coaching on a regular basis to each team memberEnsures employees have appropriate training and other resources to perform their jobsCreate and maintain a high-quality work environmentAssists the manager with the development, analyses and implementation of staffing, training, scheduling and reward/recognition programsWorks as a member/leader of special or ongoing projects that are important to area/process improvementUses appropriate judgment in upward communication regarding department or employee concernsAssist with documentation, and training of DocuSign programAssist in developing and preparing operational plans and reports on project statusPromote adherence to and upholds the company’s mission and valuesOther duties as assignedEDUCATIONHigh School Diploma or GED requiredAssociate degree preferred but not requiredExperience And QualificationsAt least 2 years of related experienceExcellent written and oral communication skillsExtensive experience in working on complex projects with critical thinking and problem solvingExcellent organizational and administrative skills with demonstrated ability to work towards and meet deadlines by planning and organizingDemonstrate the ability to balance work pressure with time management skillsDemonstrate ability to build positive relationships and communicate with people of diverse backgrounds and abilitiesExperience in working, initiating, and maintaining a highly effective teamCompetent in the use of Microsoft programs and the InternetCompetent use of ExcelWORK ENVIRONMENTWork 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 WorkGT 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.