Call Center Team Lead Position Hybrid Williston, VT

Gainwell Technologies LLC•Williston, VT

6d•$41,900 - $59,800•Hybrid

About The Position

Great companies need great teams to propel their operations. 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. As a Call Center Lead at Gainwell, you can contribute your skills as we harness the power of technology to help our clients improve the health and well-being of the members they serve — a community’s most vulnerable. Connect your passion with purpose, teaming with people who thrive on finding innovative solutions.

Requirements

Minimum of 2–3 years of experience in a call center or customer support environment, with at least 1 year in a lead, senior rep, or supervisory role.
Demonstrated experience meeting performance metrics, such as AHT, QA scores, attendance, productivity, or service-level targets.
Strong working knowledge of call center systems and tools, including CRM platforms, call monitoring systems, and ticketing or case management tools.
High school diploma or equivalent required.

Nice To Haves

Associate or bachelor’s degree preferred, particularly in business, healthcare, or a related field.

Responsibilities

Support and coach staff through performance challenges, including corrective action, skill-building, and process reinforcement.
Motivate, guide, and develop team members through regular feedback, coaching sessions, and performance monitoring.
Quickly assess issues, resolve escalated calls, and support reps with complex customer concerns.
Effectively balance coaching, administrative tasks, queue coverage, and metric tracking.
Model professionalism, strong attendance, policy adherence, and ownership of team results.