SummaryGainwell Technologies is seeking an experienced
Call Center Manager to lead customer service operations supporting California's Medi-Cal program. In this role, you will provide leadership to a team of supervisors and customer service representatives, ensuring exceptional service delivery while meeting performance, quality, compliance, and operational goals.
If you're passionate about developing high-performing teams and delivering outstanding customer experiences in a fast-paced contact center environment, we'd love to hear from you.
Your role in our mission- Lead the daily operations of a high-volume customer contact center supporting California's Medi-Cal members and providers.
- Coach, develop, and support supervisors and frontline leaders to achieve service level, quality, productivity, and customer satisfaction goals.
- Monitor operational performance using key performance indicators (KPIs), workforce metrics, and quality results to identify opportunities for continuous improvement.
- Partner with cross-functional teams to implement process improvements, support business initiatives, and ensure compliance with client and regulatory requirements.
- Foster a culture of accountability, collaboration, and employee engagement while delivering an exceptional customer experience.
What we're looking for- At least 5 years of leadership experience managing supervisors or customer service teams in a high-volume call center or customer contact center environment.
- Experience managing operational metrics, including service levels, quality, productivity, customer satisfaction, and workforce performance.
- Strong leadership, coaching, communication, and performance management skills.
- Proficiency with Microsoft Office and experience using workforce management, CRM, or contact center technologies.
- Healthcare, Medi-Cal, Medicaid, Medicare, or managed care experience is strongly preferred.
What you should expect in this role- Must reside in the Greater Sacramento area.
- Primarily remote with the ability to report onsite at 820 Stillwater Road, West Sacramento, CA 95605, as business needs require.
- Standard business hours with flexibility to support operational needs.
- Collaborative leadership environment focused on continuous improvement and operational excellence.
- Opportunity to make a meaningful impact by leading teams that support California's Medi-Cal members.
*This posting is intended for pipelining. We will accept applications on an ongoing basis.#LI-HYBRID
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The pay range for this position is $81,000 - $115,700 per year, however, the base pay offered may vary depending on geographic region, internal equity, job-related knowledge, skills, and experience among other factors. Put your passion to work at Gainwell. You'll have the opportunity to grow your career in a company that values work flexibility, learning, and career development. All salaried, full-time candidates are eligible for our generous, flexible vacation policy, a 401(k) employer match, comprehensive health benefits, and educational assistance. We also have a variety of leadership and technical development academies to help build your skills and capabilities.
