Contact Center Manager
Gainwell Technologies
full-time
Posted on:
Location Type: Office
Location: Washington • District of Columbia • Washington • United States
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Salary
💰 $81,000 - $115,700 per year
About the role
- Oversee daily operations and play a critical role in implementing new systems, tools, and customer service initiatives.
- Monitor key performance metrics such as AHT, FCR, and SLAs to drive continuous improvement.
- Partner with Workforce Management to build effective staffing strategies.
- Coach, mentor, and develop team leads 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 (e.g., systems, site launches, or process changes) required.
- Strong understanding of contact center technologies such as CRM platforms, telephony systems, WFM, and QA tools required.
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.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
leadership experiencelarge-scale implementationsrisk assessmentstraining plansperformance metricscontinuous improvement
Soft Skills
coachingmentoringteam developmentengagement