Hybrid Call Center Leader (Medi-Cal Focus)

Gainwell Technologies; West Sacramento (CA); Hybrid; USD 81,000 - 116,000; Full time

Benefits offered by this job

Generous vacation policy

401(k) employer match

Comprehensive health benefits

Educational assistance

Job summary

Gainwell Technologies in West Sacramento, CA is seeking a Call Center Manager to lead the Medi-Cal contact center and guide cross‑functional teams. You will drive operations, optimize performance, and promote innovative service options while managing a hybrid work model.

The role requires extensive leadership, health‑care claims knowledge, CRM and telephony experience, and a proven ability to align stakeholders across training, quality, policy, and client services.

Qualifications

• Bachelor's degree in business management, computer science or related field preferred; or combination of education and experience.
• Nine or more years of customer service or other telephone operations experience.
• Five or more years of leadership or supervisory experience.
• Experience with CRM, telephony solutions, call platforms, and workforce management tools; Medi-Cal experience preferred.

Responsibilities

• Oversees day-to-day operations of the customer support center, including real-time monitoring, SLA achievement, and workforce direction.
• Maintains and cultivates client relationships; promotes new service options and add-on ideas.
• Manages personnel activities including hiring, training, appraisals, rewards, and disciplinary actions as needed.
• Coordinates with quality control, QA, and training to support adherence to quality protocols and training programs.
• Acts as a change agent to drive cross-functional collaboration and prioritization of policy and customer service initiatives.

Skills

Leadership

Customer service

Health care claims knowledge

CRM experience

Telephony systems

Workforce management

Problem solving

Education

Bachelor's degree or equivalent experience

Tools

CRM software

Telephony solutions

WFM tools

Job description

Gainwell Technologies in West Sacramento, CA is seeking a Call Center Manager to lead the Medi-Cal contact center and guide cross‑functional teams. You will drive operations, optimize performance, and promote innovative service options while managing a hybrid work model.

The role requires extensive leadership, health‑care claims knowledge, CRM and telephony experience, and a proven ability to align stakeholders across training, quality, policy, and client services.