Call Center Team Lead - West Sacramento, CA (Hybrid)

Call Center Team Lead - West Sacramento, CA (Hybrid)

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. Gainwell Technologies is seeking an experienced Call Center Team Lead to support California's Medi-Cal program. In this role, you will provide day-to-day guidance and support to a team of Customer Service Representatives while helping ensure exceptional service, operational excellence, and compliance with performance and quality standards. If you enjoy coaching others, solving problems, and helping teams succeed in a fast-paced contact center environment, we'd love to hear from you.

Your role in our mission:

• Provide day-to-day guidance, coaching, and support to Customer Service Representatives serving California's Medi-Cal members and providers.
• Monitor team performance, identify coaching opportunities, and reinforce quality, productivity, attendance, and customer service expectations.
• Assist with resolving member and provider escalations while supporting compliance with company policies and client requirements.
• Partner with supervisors, Quality, Training, and Workforce Management to support operational goals and continuous improvement initiatives.
• Serve as a subject matter expert by answering questions, assisting with new hire onboarding, and reinforcing process and policy updates.

What we're looking for:

• At least 2 years of experience working in a high-volume call center or customer contact center environment.
• At least 1 year of experience serving as a Team Lead, Lead Representative, mentor, coach, or in another informal or formal leadership role.
• Strong customer service, communication, problem-solving, and interpersonal skills.
• Proficiency with Microsoft Office and experience using CRM or contact center technology.
• Healthcare, Medi-Cal, Medicaid, Medicare, or health insurance call center experience is preferred.

What you should expect in this role:

• Must reside in the Greater Sacramento area.
• Primarily remote with onsite work at 820 Stillwater Road, West Sacramento, CA 95605, every Wednesday and based on business needs.
• Fast-paced, metrics-driven contact center supporting California's Medi-Cal members and providers.
• Regular collaboration with supervisors, Quality, Training, and Workforce Management teams.
• Opportunity to grow your leadership skills while making a meaningful impact supporting California's Medi-Cal program.

The pay range for this position is $60,000 - $72,000 per year, however, the base pay offered may vary depending on geographic region, internal equity, job-related knowledge, skills, and experience among other factors. 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.

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.