Remote Call Center Manager, Healthcare Operations

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

Benefits offered by this job

Flexible vacation policy

401(k) employer match

Comprehensive health benefits

Educational assistance

Leadership development academies

Technical development academies

Job summary

Gainwell Technologies is seeking a Call Center Manager to lead California's Medi-Cal customer service operations. You will supervise a team of managers and frontline staff, ensuring service levels and quality while complying with regulatory requirements.

Primarily remote with optional onsite reporting at 820 Stillwater Road, West Sacramento, CA, you will coach teams, optimize productivity, and deliver outstanding customer experiences in a fast-paced environment.

Qualifications

• 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.

Responsibilities

• 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 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.

Skills

Leadership

Coaching

Communication

Performance management

Customer service

Tools

Microsoft Office

CRM

WFM software

Job description

Gainwell Technologies is seeking a Call Center Manager to lead California's Medi-Cal customer service operations. You will supervise a team of managers and frontline staff, ensuring service levels and quality while complying with regulatory requirements.

Primarily remote with optional onsite reporting at 820 Stillwater Road, West Sacramento, CA, you will coach teams, optimize productivity, and deliver outstanding customer experiences in a fast-paced environment.