Lead Call Center Representative - Montgomery, AL

Date: Aug 6, 2025

Location:

Montgomery, AL, US, 36117-6008

Req ID: 32159

Great companies need great teams to propel their operations. Join the group that solves business challenges and enhances the way we work and grow. Working at Gainwell carries its rewards. You’ll have an incredible opportunity to grow your career in a company that values your contributions and puts a premium on work flexibility, learning, and career development.

Summary

We are seeking an experienced and motivated Lead Call Center Representative - Montgomery, AL 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.

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 improve performance and service quality.
Monitor live and recorded calls to evaluate performance and deliver timely feedback.
Track queue activity and ensure agents adhere to assigned schedules and service level expectations.
Assist in the development of training materials, job aids, and performance-enhancing tools.
Reinforce company policies, team goals, and account expectations in alignment with leadership objectives.
Act as a resource and escalation point for complex inquiries or issues.
Collaborate with leadership to identify process improvements and implement solutions.
Perform other duties as assigned by management.

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
Strong organizational and time-management skills
Proficient in computer systems, telephone technologies, and common business software
Familiarity with help desk or customer service management systems

What you should expect in this role

This is a onsite position in Montgomery, AL.
Work schedule is Monday through Friday, with shifts between 8:00 AM – 4:30 PM or 8:30 AM – 5:00 PM, based on business needs.
The role is fully onsite; no remote or hybrid options are available.
As part of our interview process, all candidates must complete the Harver Assessment. This assessment helps us evaluate key competencies relevant to the role, including communication skills, multitasking abilities, and problem-solving capabilities.
Video cameras must be used during all interviews, as well as during the initial week of orientation.

#LI-ONSITE #LI-JA1 #LI-CM1

The pay range for this position is $32,700.00 - $46,700.00 per year, however, the base pay offered may vary depending on geographic region, internal equity, job-related knowledge, skills, and experience among other factors. Put your passion to work at Gainwell. You’ll have the opportunity to grow your career in a company that values work flexibility, learning, and career development. All salaried, full-time candidates are eligible for our generous, flexible vacation policy, a 401(k) employer match, comprehensive health benefits, and educational assistance. We also have a variety of leadership and technical development academies to help build your skills and capabilities.

We believe nothing is impossible when you bring together people who care deeply about making healthcare work better for everyone. Build your career with Gainwell, an industry leader. You’ll be joining a company where collaboration, innovation, and inclusion fuel our growth. Learn more about Gainwell at our company website and visit our Careers site for all available job role openings.

Gainwell Technologies is an Equal Opportunity Employer, where all qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical condition), age, sexual orientation, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.