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Call Center Team Lead Position Hybrid Williston, VT

Date:  May 19, 2026
Location: 

Williston, VT, US, 05495-2086

Req ID:  35891
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

As a Call Center Lead at Gainwell, you can contribute your skills as we harness the power of technology to help our clients improve the health and well-being of the members t.hey serve — a community’s most vulnerable. Connect your passion with purpose, teaming with people who thrive on finding innovative solutions. Here are the details on this position.

Your role in our mission

  1. Minimum of 2–3 years of experience in a call center or customer support environment, with at least 1 year in a lead, senior rep, or supervisory role.
  2. Demonstrated experience meeting performance metrics, such as AHT, QA scores, attendance, productivity, or service-level targets.
  3. Strong working knowledge of call center systems and tools, including CRM platforms, call monitoring systems, and ticketing or case management tools.
  4. Ability to support and coach staff through performance challenges, including corrective action, skill-building, and process reinforcement.
  5. High school diploma or equivalent required (associate or bachelor’s degree preferred, particularly in business, healthcare, or a related field).

What we're looking for

  1. Leadership & Coaching – Ability to motivate, guide, and develop team members through regular feedback, coaching sessions, and performance monitoring.
  2. Communication Skills – Clear, professional written and verbal communication with staff, leadership, and internal partners.
  3. Problem-Solving & Decision-Making – Ability to quickly assess issues, resolve escalated calls, and support reps with complex customer concerns.
  4. Time Management & Organization – Effectively balances coaching, administrative tasks, queue coverage, and metric tracking.
  5. Accountability & Reliability – Models professionalism, strong attendance, policy adherence, and ownership of team results.

What you should expect in this role

8:00-4:30 Monday through Friday

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The pay range for this position is $41,900.00 - $59,800.00 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. 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.

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