Call Center Manager - West Sacramento, CA (Hybrid)

Date: Sep 4, 2026

Location:

West Sacramento, CA, US, 95605-1630

Req ID: 37311

Work Mode: Occasional onsite (1-2 days per week recurring)

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 Medi-Cal Contact Center Manager role requires a forward-thinking leader who can support long-term planning while adapting to evolving policies and program priorities to drive operational success.

Exceptional communication and relationship-building skills are critical. This individual must be able to unite cross-functional teams, promote stakeholder alignment, and cultivate collaboration across operational, training, quality, policy, and client-facing areas, while effectively influencing outcomes without direct authority.

Your role in our mission

Oversees the day-to-day operations of the customer support center operations, including real time call center application monitoring, service level requirement achievement, workforce management direction, and oversight etc.
Maintains and cultivates client relationships, promotes new service options and creative ideas for add on services that benefit the client.
Manages personnel activities of staff (i.e., hires, trains, appraises, rewards, motivates, disciplines, recommends termination as necessary, etc.).
Coordinate with quality control, quality assurance, and training teams to support quality protocol adherence, full-service call center training programs, to promote excellent customer service and facilitate process improvement.
Acts as a change agent to drive cross-functional team collaboration, policy/program priorities, and customer service to maintain state of the art Contact Center.

What we're looking for

Bachelor's degree in business management, computer science or related field preferred; or combination of education and experience.
Nine or more years of customer service or other telephone operations experience
Five or more years of leadership or supervisory experience.
Knowledgeable about health care claims processing, explanation of benefits or remittance advices, payer reimbursement methodologies; Medi-Cal experience preferred.
Experience working with customer relationship management (CRM), telephony solutions, call platforms, workforce management tools, computer software, and telephone technology.

What you should expect in this role

Strong business and analytical problem-solving skills.
Strong communication skills.
Strong ability to multi-task and work independently.
Must reside in the Greater Sacramento area.
Primarily remote with the ability to report onsite at 820 Stillwater Road, West Sacramento, CA 95605, as business needs require.

*This posting is intended for pipelining. We will accept applications on an ongoing basis.

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The pay range for this position is $81,000 - $115,700 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. Gainwell Technologies defines “wages” and “wage rates” to include “all forms of pay, including, but not limited to, salary, overtime pay, bonuses, stock, stock options, profit sharing and bonus plans, life insurance, vacation and holiday pay, cleaning or gasoline allowances, hotel accommodations, reimbursement for travel expenses, and benefits.