Hybrid Call Center Supervisor, Medi-Cal Excellence

Gainwell Technologies; West Sacramento (CA); Hybrid; USD 72,000 - 88,000; Full time

Benefits offered by this job

401(k) match

Health benefits

Flexible vacation policy

Educational assistance

Job summary

Gainwell Technologies in West Sacramento, CA is seeking a Call Center Supervisor to lead a high-volume team servicing Medi-Cal members and providers. Primarily remote with occasional onsite work at 820 Stillwater Road, West Sacramento, CA 95605, you will coach staff to hit quality, productivity, attendance, and satisfaction targets.

The role requires 2+ years of leadership in call centers, strong coaching and decision-making abilities, and familiarity with CRM systems and MS Office.

Qualifications

• Minimum 2 years of leadership experience in a high-volume call center.
• Experience coaching employees and managing performance using call center metrics.
• Strong leadership, communication, problem-solving, and decision-making skills.
• Proficiency with Microsoft Office and CRM/workforce management technologies.
• Healthcare call center experience (Medi-Cal/Medicaid) preferred.

Responsibilities

• Lead daily operations of a team supporting California's Medi-Cal members and providers.
• Coach and develop representatives to achieve quality, productivity, attendance, and CSAT goals.
• Monitor performance and collaborate with Workforce Management to meet service levels.
• Resolve escalations while ensuring policy and regulatory compliance.
• Collaborate with Quality, Training, and Operations to drive continuous improvement.

Skills

Leadership

Coaching

Decision making

Problem solving

CRM software

MS Office

Tools

CRM systems

Workforce management software

Contact center technologies

Job description

Gainwell Technologies in West Sacramento, CA is seeking a Call Center Supervisor to lead a high-volume team servicing Medi-Cal members and providers. Primarily remote with occasional onsite work at 820 Stillwater Road, West Sacramento, CA 95605, you will coach staff to hit quality, productivity, attendance, and satisfaction targets.

The role requires 2+ years of leadership in call centers, strong coaching and decision-making abilities, and familiarity with CRM systems and MS Office.