Call Center Supervisor - West Sacramento, CA (Hybrid)

Call Center Supervisor - 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 Supervisor to support California's Medi-Cal program. In this role, you will provide day-to-day leadership for a team of Customer Service Representatives, ensuring exceptional service while meeting performance, quality, compliance, and operational goals. Lead the daily operations of a team supporting California's Medi-Cal members and providers in a high-volume contact center environment. Coach, mentor, and develop Customer Service Representatives to achieve quality, productivity, attendance, and customer satisfaction goals. Monitor operational performance, identify trends, and partner with Workforce Management and leadership to meet service level expectations. Resolve customer escalations while ensuring compliance with company policies, client requirements, and regulatory standards. Collaborate with Quality, Training, Workforce Management, and Operations leadership to drive continuous improvement and operational excellence. At least 2 years of leadership experience in a high-volume call center or customer contact center environment. Experience coaching employees and managing performance using call center metrics such as quality, productivity, adherence, and service levels. Strong leadership, communication, problem-solving, and decision-making skills. Proficiency with Microsoft Office and experience using CRM, workforce management, or contact center technologies. Healthcare, Medi-Cal, Medicaid, Medicare, or health insurance call center experience is preferred. Must reside in the Greater Sacramento area. Primarily remote with occasional onsite work at 820 Stillwater Road, West Sacramento, CA 95605, based on business needs. Fast-paced, metrics-driven contact center environment supporting California's Medi-Cal program. Regular collaboration with Workforce Management, Quality, Training, and Operations leadership. Opportunity to make a meaningful impact by leading teams that serve Medi-Cal members and providers. The pay range for this position is $72,000 - $88,000 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. Build your career with Gainwell, an industry leader. You'll be joining a company where collaboration, innovation, and inclusion fuel our growth. 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.