Director, Call Center Operations

🔥 2 hours ago

🇺🇸 United States – Remote

⏰ Full Time

🔴 Lead

📞 Call Center Representative

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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GT Independence

WebsiteLinkedInAll Job Openings

501 - 1000 employees

☁️ SaaS

👥 HR Tech

👥 B2C

SaaS • HR Tech • B2C

GT Independence is a company that enables people to self-direct their long-term care by helping them hire in-home or community-based caregivers and managing the administrative details such as payroll, taxes, and timesheets. They provide a mobile app (the GT App) to let caregivers track hours, submit timesheets, and get employer approvals, and they work with state Medicare/Medicaid self-direction programs to support participants. GT Independence positions itself as a technology-enabled service provider that simplifies fiscal management and helps individuals remain in their homes and communities.

📋 Description

• Oversee inbound and outbound call handling, staffing coverage and service delivery • Provide hands-on operational support when volume or staffing requires it • Design and implement a scalable, enterprise-wide call-handling operating model across state programs • Partner with local leaders during transitions • Establish standardized operating procedures, scripts, escalation paths and best practices • Drive continuous improvement through root-cause analysis • Configure and improve IVR, call flows, routing, skills, callbacks and self-service • Collaborate with operations teams, IT and vendors on technology optimization • Lead forecasting, staffing models, scheduling and real-time workforce management • Define and report service, quality, efficiency and customer-experience KPIs • Hold teams accountable to clear performance standards • Identify and implement AI, automation and self-service tools • Recruit, coach and develop managers, supervisors and frontline staff • Build a culture of accountability, empathy and continuous improvement

🎯 Requirements

• 8+ years of contact center operations experience • 5+ years leading multi-site or remote teams in a high-volume environment • Deep call center operations expertise: IVR, call flow, skills and routing configuration; workforce management and staffing optimization; inbound and outbound call handling; performance metrics and KPIs • Strong hands-on experience with enterprise telephony and cloud contact center platforms • Track record of standardizing processes and improving performance across multiple teams or locations • Strong analytical and financial skills: KPI reporting, staffing models, business cases and ROI • Excellent communication and cross-functional partnership skills • Bachelor’s degree or equivalent experience • Genesys Cloud or other top tier system experience (preferred) • Experience implementing contact center AI, including virtual agents, agent assist and call summarization (preferred)

🏖️ Benefits

• Remote work arrangement • Reasonable accommodation for applicants with disabilities