Lead Call Center Representative - Arkansas

Summary

We are seeking an experienced and motivated Lead Call Center Representative - Arkansas to support our customer service team. This role is responsible for leading by example, coaching and mentoring team members, and ensuring high-quality interactions with customers. The ideal candidate will have a strong background in customer service and a passion for team development, performance monitoring, and continuous improvement.  Looking for a subject matter expert in the areas of Medicaid knowledge, call center operations, claims, and provider enrollment. Duties will include, but are not limited to, research and resolution of escalations received at the member, provider, or client level; identifying continued training needs of the call center team; helping to develop plans/guides for call center process; and monitoring staff/call volume.

Your role in our mission

• Train and onboard new team members to ensure a smooth integration into the team.
• Provide ongoing coaching and support to both new and existing representatives to enhance performance and service quality.
• Monitor live and recorded calls to assess performance and provide timely, constructive feedback.
• Track queue activity to ensure agents adhere to schedules and meet service level expectations.
• Assist in the creation of training materials, job aids, and performance-enhancing tools.
• Reinforce company policies, team goals, and account expectations in alignment with leadership objectives.
• Serve as a resource and escalation point for complex inquiries or issues.
• Collaborate with leadership to identify opportunities for process improvement and implement solutions.
• Complete outreach to providers to gather required information.
• Ensure compliance with all PHI protocols and requirements.
• Provide a professional, positive experience when communicating with members and providers.
• Perform other duties as assigned by management.
• Strong organizational and time-management skills.
• Familiarity with help desk or customer service management systems.
• Strong mathematical, verbal, and written communication skills.
• Ability to balance accuracy, quality, and efficiency across all tasks.
• Willingness and ability to learn internal systems, processes, and programs as needed.
• Quick learner with problem-solving and decision-making skills, even with minimal supervision.
• Adaptability and collaboration in a fast-paced, production-driven environment.
• Flexibility to work a variable schedule to support peak volume times.
• Excellent attention to detail.

What we're looking for

• High school diploma or GED equivalent
• Minimum of 4 years of customer service or call center experience, including phone-based support
• Demonstrated experience coaching or mentoring peers in a professional setting
• Proficient in computer systems, telephone technologies, and common business software
• General computer knowledge including Microsoft Office, use of the internet, and email is required

What you should expect in this role

• This is a remote position based in Conway, Arkansas.
• Some training will be conducted on-site and will follow the standard work schedule.
• The work schedule is Monday through Friday, with shifts of either 8:00 AM – 4:30 PM or 8:30 AM – 5:00 PM, depending on business needs.
• Video cameras are required to be on during all interviews and throughout the first week of orientation.
• To work effectively as a teleworker or hybrid positions with Gainwell, employees must have a broadband internet connection with a minimum speed of 24 Mbps download and 8 Mbps upload. Higher speeds are recommended for optimal performance.
• To Test your internet download and upload speed:
  • Go to Google.
  • Search for Internet Speed Test or click here.

Employee Benefits & Perks:

• Health benefits (medical, dental, and vision) begin on Day 1 of employment.
• 401(k) with company match and additional benefits become available within the first few months.
• Employees can take advantage of the flexible vacation policy after 90 days of employment. Any exceptions require manager approval before the employee's start date at Gainwell.
• Career growth and advancement opportunities are encouraged and supported.
• A company-provided computer is supplied for work use.

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