Call Center Supervisor- West Sacramento, CA (Hybrid)

Summary

As a Call Center Supervisor at Gainwell, you will provide day-to-day leadership for call center operations while serving as an accountable owner for performance, service delivery, escalations, vendor relationships, and operational readiness. This role requires strong written and oral communication skills, sound call center judgment, and the ability to interface professionally with clients, vendors, and internal leadership. The ideal candidate will bring experience in call center leadership, Workforce Management, real-time analysis, basic forecasting, and project execution to support high-quality service for the members and providers we serve.

Your role in our mission

• Own daily call center operations, including service delivery, escalations, staffing impacts, adherence, quality trends, and timely resolution of operational barriers.
• Oversee internal and vendor-supported teams to ensure consistent execution of call center expectations, vendor performance oversight, attendance practices, service delivery standards, and client requirements.
• Partner with Workforce Management and Real-Time Analysis teams to monitor call volume, Average Speed of Answer, Average Handle Time, adherence, schedule coverage, and service level performance.
• Represent call center operations in project meetings, readiness discussions, implementation planning, and cross-functional workgroups to ensure operational impacts are identified and addressed.
• Coach, develop, and mentor Team Leads and Agents through performance review, quality feedback, escalation review, process reinforcement, and corrective action when appropriate.

What we're looking for

• High school diploma or G.E.D. required; associate degree, bachelor’s degree, healthcare certification, or leadership-related credential preferred.
• Minimum of two years of call center experience required, including at least one year in a Team Lead role, or equivalent leadership experience overseeing staff, managing performance, and leading operational initiatives.
• Experience supporting high-volume, metrics-driven contact center operations preferred, especially in healthcare, Medicaid, Medicare, provider services, member services, or another regulated environment.
• Working knowledge of Workforce Management, Real-Time Analysis, adherence, scheduling impacts, basic forecasting concepts, and performance metric management.
• Demonstrated ability to manage escalations, communicate clearly in writing and verbally, interface with clients and vendor partners, translate operational impacts into leadership/client updates, and drive process improvement.

What you should expect in this role

• Fast-paced, metrics-driven call center environment requiring strong judgment, prioritization, and timely decision-making.
• Regular collaboration with Workforce Management, Quality, Training, Operations, vendors, project teams, and leadership stakeholders.
• Responsibility for monitoring operational performance and supporting improvements tied to Average Handle Time, QA Score, Average Speed of Answer, adherence, and service level outcomes.
• Participation in project meetings, change readiness discussions, client-facing preparation, client interface, and operational planning activities as needed.
• Hybrid role that is predominantly work from home, with occasional in-office work required based on business, operational, client, or leadership needs.
• The deadline to submit applications for this posting is August 12, 2024.