---
title: "Director Contact Center Operations at GT Independence – All Job Board"
---

# Director Contact Center Operations at GT Independence

Written by

[admin](https://alljobboard.com/author/admin/)

in

- [United States (Remote)](https://maps.google.com/maps?q=United%20States%20%28Remote%29&zoom=14&size=512x512&maptype=roadmap&sensor=false)
- Posted 2 days ago

![GT Independence](https://alljobboard.com/wp-content/plugins/wp-job-manager/assets/images/company.png)

 **GT Independence**

### Key Responsibilities

### Operations Leadership & Service Delivery

- Oversee inbound and outbound call handling, staffing coverage and service delivery across frontline teams.
- Step in hands-on when volume or staffing requires it to protect service levels and the participant experience.
- Hold teams accountable to clear service, quality and productivity standards.
- Troubleshoot escalations and remove barriers that affect responsiveness and resolution.

### Enterprise Operating Model

- Design and implement a scalable, enterprise-wide approach to call handling across state programs.
- Partner with local and program leaders to transition teams into the new model without disrupting service.
- Assess the current structure and identify opportunities to reduce fragmentation and improve staffing efficiency.
- Set up governance for how skills, queues and call-handling practices are added, changed and maintained.

### Process Standardization & Continuous Improvement

- Establish consistent standard operating procedures (SOPs), scripts, escalation paths and best practices across frontline teams.
- Drive continuous improvement through root-cause analysis of call drivers, repeat contacts and workflow breakdowns.
- Partner with quality and training teams to make sure standards are applied consistently.

### Contact Center Technology

- Configure and continually improve IVR (interactive voice response), call flows, routing, skills, callbacks and self-service options.
- Work with Operations teams, IT and vendors to optimize the contact center platform and supporting tools.
- Make sure routing and skills design connects each caller with the right agent quickly and efficiently.

### Workforce Management

- Lead forecasting, staffing models, scheduling and real-time management.
- Match staffing to demand across intervals, days and peak periods while optimizing cost to serve.
- Use historical volume, handle time, service-level targets, shrinkage and occupancy data to set staffing requirements.

### Performance Metrics & Reporting

- Define and report KPIs for service, quality, efficiency and customer experience.
- Build executive-level reporting that gives leadership clear visibility into performance, capacity and cost.
- Use data to identify trends, set priorities and measure the impact of operational changes.

### AI, Automation & Self-Service

- Identify and implement AI, automation and self-service tools that improve responsiveness and reduce manual work.
- Evaluate opportunities such as virtual agents, agent assist and call summarization.
- Build business cases that quantify the operational and financial return of technology investments.

### Team Development

- Recruit, coach and develop managers, supervisors and frontline staff.
- Build a culture of accountability, empathy and continuous improvement across remote and multi-site teams.

### Required Qualifications

- 8+ years of contact center operations experience, including 5+ years leading multi-site or remote teams in a high-volume environment.
- Deep call center operations expertise, including:
- 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.
- A track record of standardizing processes and improving performance across multiple teams or locations.
- Strong analytical and financial skills, including KPI reporting, staffing models, business cases and ROI.
- Excellent communication and cross-functional partnership skills.
- Bachelor’s degree or equivalent experience.

### Preferred Qualifications

- Experience with Genesys Cloud or another top-tier contact center platform.
- Experience implementing contact center AI (virtual agents, agent assist, call summarization).

### Work Environment

- Remote, home office-based role.
- Leads remote and multi-site frontline teams supporting multiple state programs.

Originally posted on Himalayas

**Source:** this listing was published by [Himalayas](https://himalayas.app/). [View the original posting and apply](https://himalayas.app/companies/gt-independence/jobs/director-contact-center-operations?utm_source=api) — applications are handled there, not on this site.

To apply for this job please visit [himalayas.app](https://himalayas.app/companies/gt-independence/jobs/director-contact-center-operations?utm_source=api).

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