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Call Center Lead (Manager)

Date:  Nov 24, 2022
Location: 

Sacramento, CA, US, 95814-5511

Req ID:  14787

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

The Contact Center Lead is responsible for providing reliable, efficient, and effective support to staff and members. This role also monitors call center performance and maintain or improve service quality.

Your role in our mission

  • Oversees the day-to-day operations of the customer support center operations.
  • Conveys customer feedback to product development staff to continuously improve client satisfaction.
  • Manages customer support staff to ensure service level agreements for products and services are met. Schedules staff to adequately handle call volume on any point in time. Monitors progress and number of telephone calls made. Manages personnel activities of staff (i.e., hires, trains, appraises, rewards, motivates, disciplines, recommends termination as necessary, etc.).
  • Manages customer support functional activities for products and contributes to overall service profitability by efficiently using staff and systems in the customer support area. Improves quality and responsiveness of customer support staff and resources.
  • Contributes to overall service revenue by generating new and creative ideas to sell add-on services. Promotes sales of various service options.

What we're looking for

  • Minimum of five (5) years of experience with implementation and management of a customer contact center, to include monitoring call center performance and maintaining or improving service quality.
  • Minimum of five (5) years of experience in advanced customer service skills, along with training and coaching skills to motivate employees.
  • Minimum of three (3) years of experience in user interface/user experience, technology application customer journey support, and phone-based or online chat service delivery.
  • Bachelor's Degree in Business Administration or related field of study.
  • Desirable - Minimum of three (3) years of experience managing and reporting on incident tickets and KPI metrics.

What you should expect in this role

  • Office is in Roseville/Sacramento area in California. 
  • Office Environment Onsite 5 day per week. 
 

 

The pay range for this position is $148,500.00 - $185,600.00 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 committed to a diverse, equitable, and inclusive workplace. We are proud to be 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), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. We celebrate diversity and are dedicated to creating an inclusive environment for all employees.

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