Healthcare Contact Center Manager

3 days ago

🤠 Texas – Remote

Although this job is listed in Texas, this company may be open to hiring remote in other states.

💵 $93.4k - $133.4k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Call Center Representative

🦅 H1B Visa Sponsor

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Gainwell Technologies

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Healthcare Insurance • Human Services • Healthcare

Gainwell Technologies is the nation’s leading provider of digital and cloud-enabled solutions across the human services and public health ecosystem. With a mission-driven approach, Gainwell serves clients in all 50 U. S. states, focusing on improving health outcomes and delivering intuitive, human-centered experiences. Their comprehensive suite of solutions includes Medicaid Enterprise modernization, data analytics, provider services, and pharmacy solutions, all designed to advance the future of healthcare and enhance community well-being.

10,000+ employees

⚕️ Healthcare Insurance

💰 Grant on 2023-06

📋 Description

• Oversee daily operations and play a critical role in implementing new systems, tools, and customer service initiatives. • Lead and optimize day-to-day operations across multiple customer support channels (phone, email, chat, social). • Monitor key performance metrics such as AHT, CSAT, FCR, and SLAs to drive continuous improvement. • Partner with Workforce Management to build effective staffing strategies. • Coach, mentor, and develop team leads and front-line agents to ensure peak performance and engagement. • Manage implementation timelines, risk assessments, training plans, and post-launch reviews.

🎯 Requirements

• Five (5) or more years of leadership experience in a healthcare (Medicaid/Medicare) contact center environment required. • Two (2) or more years of experience leading or supporting large-scale implementations required. • Strong understanding of contact center technologies such as CRM platforms, telephony systems, WFM, and QA tools required. • Familiarity with platforms like Salesforce, Genesys, NICE, Zendesk, or Five9 required. • Certifications in PMP, Six Sigma, or other project/process improvement methodologies preferred. • Experience in multilingual or international contact center operations preferred.

🏖️ Benefits

• Health (medical, dental, vision) benefits start on day 1 of employment. • Company match 401K and other benefits available within months of starting. • New employees are eligible to take advantage of flexible vacation policy after ninety (90) calendar days of employment. • Company provided computer for work use.