Healthcare Contact Center Manager (Remote in USA)

Summary

We are seeking a dynamic and results-driven Healthcare Contact Center Manager to oversee daily operations and play a critical role in implementing new systems, tools, and customer service initiatives. This is an ideal opportunity for a proven leader with experience in contact center management and a strong track record of driving successful implementations—from technology rollouts to new site launches and process redesigns.

Your role in our mission

• Lead and optimize day-to-day operations across multiple customer support channels (phone, email, chat, social).
• Monitor key performance metrics such as AHT, CSAT, FCR, and SLAs to drive continuous improvement.
• Partner with Workforce Management to build effective staffing strategies.
• Coach, mentor, and develop team leads and front-line agents to ensure peak performance and engagement.
• Lead or support key implementations—including new CRM systems, IVR, WFM tools, and service delivery models—working cross-functionally with IT, HR, Product, and Marketing.
• Manage implementation timelines, risk assessments, training plans, and post-launch reviews.
• Identify and mitigate the operational impacts of change initiatives.
• Provide strategic recommendations to leadership by leveraging data-driven insights and contact center best practices.

What we're looking for

• Five (5) or more years of leadership experience in a healthcare (Medicaid/Medicare) contact center environment required.
• Two (2) or more years of experience leading or supporting large-scale implementations (e.g., systems, site launches, or process changes) required.
• Strong understanding of contact center technologies such as CRM platforms, telephony systems, WFM, and QA tools required.
• Familiarity with platforms like Salesforce, Genesys, NICE, Zendesk, or Five9 required.
• Certifications in PMP, Six Sigma, or other project/process improvement methodologies preferred.
• Experience in multilingual or international contact center operations preferred.

What you should expect in this role

• Opportunities to travel through your work (0-10%)
• This is a full-time permanent regular salaried (W-2) employee position.
• Health (medical, dental, vision) benefits start on day 1 of employment.
• Company match 401K and other benefits available within months of starting.
• New employees are eligible to take advantage of flexible vacation policy after ninety (90) calendar days of employment. Any exception requires manager approval prior to employee's Gainwell start date.
• Company provided computer for work use.
• For all hybrid and remote positions employees' Broadband Internet connections, should have a minimum speed of 24MBS download and 8 MBS upload.  Greater speeds will of course provide better performance.
• Video cameras must be used during all interviews, as well as during the initial week of orientation if hired.
• This position will remain posted until November 14, 2025.

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