Call Center Team Lead Onsite, Washington, D.C

Real Estate Education Rocks; Washington (District of Columbia); On-site; USD 35,900 - 51,300; Full time

Benefits offered by this job

Generous vacation policy

401(k) employer match

Comprehensive health benefits

Educational assistance

Job summary

Real Estate Education Rocks in Washington seeks a Contact Center Lead to manage a team and handle complex customer inquiries. You will provide support to new agents, ensuring they are trained and knowledgeable in all topics.

This role involves documentations of customer interactions and active participation in team collaboration to enhance efficiency and service delivery. Ideal candidates should possess strong communication skills and 3+ years of experience in customer operations within healthcare.

Qualifications

• 3+ years of customer contact operations experience in healthcare or technology.
• Proficient with Microsoft Office and contact center systems.
• Strong analytical and problem-solving skills.

Responsibilities

• Handles high-volume inbound calls and researches inquiries.
• Documents customer interactions and maintains accurate records.
• Monitors transactions and prepares reports for management.

Skills

Customer contact operations experience

Analytical skills

Problem-solving skills

Microsoft Office proficiency

Communication skills

Team-oriented approach

Tools

CxOne

Verint

Avaya

Job description

Great companies need great teams to propel their operations. Join the group that solves business challenges and enhances the way we work and grow. Working at Gainwell carries its rewards. You’ll have an incredible opportunity to grow your career in a company that values your contributions and puts a premium on work flexibility, learning, and career development.

Summary

The Contact Center lead serves as the senior agent in a call center team of eight to ten people and is the deputy to the Supervisor. The lead is responsible for dealing with complex and at times challenging issues, and providing support and guidance to newly hired or less experienced agents. The lead will assist with training and coaching new agents, and becoming a subject matter expert in some support topics. Lastly the lead will act as senior agents when the supervisor is unavailable.

Your role in our mission

• Handles high-volume inbound calls, researches complex customer inquiries, and routes issues appropriately while ensuring timely, accurate responses.
• Documents all customer interactions, processes requests, updates account histories, and performs data entry to maintain accurate records.
• Processes and distributes incoming and outgoing mail for multiple clients in compliance with service level agreements (SLAs).
• Monitors daily transactions and reviews weekly client reports to ensure data integrity, policy compliance, and SLA adherence; prepares reports for management.
• Collaborates with team members and management, recommends workflow improvements, and supports daily operations including training and mentoring staff.

What we're looking for

• 3+ years of customer contact operations experience in healthcare or healthcare technology, including Medicaid (MMIS), PBM, DBO, Provider Enrollment, Provider Relations, Customer Centers, Mailroom, or Pharmacy environments.
• Proficient with Microsoft Office and contact center/back-office systems and tools (e.g., CxOne, Verint, Avaya).
• Strong analytical and problem-solving skills; highly detail-oriented and organized with the ability to manage multiple priorities.
• Excellent written and verbal communication skills to effectively respond to inquiries and collaborate with stakeholders.
• Team-oriented with the ability to identify appropriate stakeholders to resolve client issues; willing to travel within the DC Metro area as needed

What you should expect in this role

• Onsite
• Work from Gainwell’s office in downtown DC, Monday to Friday, 8:00AM to 5:00PM, Monday to Friday. This is an in-person and in-office role with no limited home or remote work opportunities.
• #LI-Onsite
• #LI-LS2

The pay range for this position is $35,900.00-$51,300.00 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.

We believe nothing is impossible when you bring together people who care deeply about making healthcare work better for everyone. Build your career with Gainwell, an industry leader. You’ll be joining a company where collaboration, innovation, and inclusion fuel our growth.

Gainwell Technologies is an Equal Opportunity Employer, where all qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical condition), age, sexual orientation, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. Gainwell Technologies defines "wages" and "wage rates" to include "all forms of pay, including, but not limited to, salary, overtime pay, bonuses, stock, stock options, profit sharing and bonus plans, life insurance, vacation and holiday pay, cleaning or gasoline allowances, hotel accommodations, reimbursement for travel expenses, and benefits.