Operations Team Leader - Salem

Location: Salem-Office-Based
Department: Operations
Reports To: Manager

GT Independence is seeking a motivated and service-oriented Team Leader to provide leadership, guidance, and daily operational support to a team of employees responsible for delivering exceptional customer service. This role is responsible for fostering a positive team environment, ensuring operational excellence, driving employee performance, and supporting continuous process improvement initiatives.

The Team Leader serves as a key resource for staff development, training, coaching, and project implementation while promoting GT Independence's mission, values, and commitment to outstanding service.

• Provide daily direction, support, and communication to team members to ensure customer inquiries are handled accurately, efficiently, and professionally.
• Motivate, coach, develop, and recognize employees to drive engagement and performance.
• Conduct regular performance discussions and provide ongoing feedback and coaching.
• Support employee training, onboarding, and development initiatives.
• Foster a positive, collaborative, and high-performing work environment.
• Address employee concerns and communicate issues appropriately to management.

• Monitor daily workflows to ensure work is completed efficiently and effectively.
• Ensure service standards, performance metrics, and quality expectations are consistently met.
• Identify operational challenges and recommend process improvements that enhance efficiency and customer satisfaction.
• Promote adherence to company policies, procedures, and best practices.

• Participate in and lead special projects focused on operational excellence and continuous improvement.
• Assist management with workforce planning, scheduling, training programs, and employee recognition initiatives.
• Support the implementation of new processes, technologies, and operational improvements.
• Assist with documentation, training, and ongoing support related to the Docu Sign platform.
• Help develop operational plans and prepare reports on project progress and departmental performance.

• Maintain accurate documentation and records as required.
• Assist with departmental reporting and analysis.
• Support management in achieving departmental goals and objectives.
• Perform other duties as assigned.

• High School Diploma or GED required.
• Associate Degree preferred.

• Minimum of 2 years of leadership, supervisory, or related operational experience.
• Strong written and verbal communication skills.
• Demonstrated critical thinking, problem-solving, and decision-making abilities.
• Experience working on complex projects and process improvement initiatives.
• Strong organizational and administrative skills with the ability to prioritize workload and meet deadlines.
• Proven ability to manage competing priorities in a fast-paced environment.
• Ability to build positive working relationships with individuals from diverse backgrounds and experiences.
• Experience fostering teamwork and maintaining a highly effective team environment.
• Proficiency with Microsoft Office applications, including Excel, Word, Outlook, and Teams.
• Comfortable using internet-based systems and business applications.

• Prior experience leading customer service, operations, enrollment, claims, or support teams.
• Experience working in healthcare, human services, or regulated industries.
• Experience training and developing employees.
• Familiarity with Docu Sign or other electronic document management systems.

In this role, you will:

• Lead a highly engaged and productive team.
• Deliver exceptional service to internal and external customers.
• Drive continuous improvement and operational efficiency.
• Support employee growth, development, and performance.
• Help implement effective processes and projects that strengthen departmental outcomes.
• Foster a culture aligned with GT Independence's mission and values.

At GT Independence, we are committed to empowering people who choose self-direction as their path to independence. As a Team Leader, you'll have the opportunity to make a meaningful impact by supporting employees, improving operations, and helping ensure exceptional service for the individuals and communities we serve.

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High School or better.

Associates or better in General Business.

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws.

For further information, please review the Know Your Rights notice from the Department of Labor.