Call Center Supervisor - West Sacramento, CA (Hybrid)

Gainwell Technologies LLC•West Sacramento, CA

2d•$51,800 - $74,000•Hybrid

About The Position

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. If you're passionate about coaching employees, developing high-performing teams, and delivering an outstanding customer experience in a fast-paced contact center environment, we'd love to hear from you.

Requirements

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.
Must reside in the Greater Sacramento area.

Nice To Haves

Healthcare, Medi-Cal, Medicaid, Medicare, or health insurance call center experience is preferred.

Responsibilities

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.