Call Center Unit Lead

Gainwell Technologies

Call Center Unit Lead providing advanced customer support and operational leadership in a healthcare environment. Mentoring team members and handling escalated customer inquiries.

Posted 6/2/2026full-timeRemote • Wisconsin • 🇺🇸 United StatesSenior💰 $41,900 - $59,800 per yearWebsite

About the role

Key responsibilities & impact

Handle escalated calls and complex customer inquiries by researching issues, identifying solutions, and ensuring timely follow-up and resolution
Support day-to-day customer service operations by assisting supervisors/managers with workflow, call handling, documentation, and transaction accuracy
Mentor, coach, and support less experienced team members by sharing knowledge, answering questions, and helping reinforce proper procedures
Research customer inquiries, process requests, update account history, and document outcomes clearly and accurately
Review client reports, monitor daily transactions, and recommend workflow or procedure improvements to support efficiency and data integrity
Serve as a resource for team members, management, and customers regarding customer service issues, escalations, and operational questions

Requirements

What you’ll need

6+ years of customer service, telephone support, call center, or related customer contact experience
Experience handling escalated calls, complex customer inquiries, complaint resolution, or sensitive customer service issues
Experience mentoring, training, coaching, or supporting less experienced staff in a call center or customer service environment
Strong business, analytical, communication, documentation, and problem-solving skills
Experience using help desk software, telephone technology, computer software, and customer service systems

Benefits

Comp & perks

Comprehensive benefits package including medical, dental, vision
401(k) with company match
Paid time off
Company-observed holidays
Flexible vacation policy
Educational assistance
Leadership and technical development academies

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

customer servicetelephone supportcall center experiencecomplaint resolutionanalytical skillsdocumentation skillsproblem-solving skills

Soft Skills

mentoringcoachingcommunicationworkflow managementteam support