Call Center Team Lead - West Sacramento, CA (Hybrid)

Gainwell Technologies LLC•West Sacramento, CA

2d•$60,000 - $72,000•Hybrid

About The Position

Gainwell Technologies is seeking an experienced Call Center Team Lead to support California's Medi-Cal program. In this role, you will provide day-to-day guidance and support to a team of Customer Service Representatives while helping ensure exceptional service, operational excellence, and compliance with performance and quality standards. If you enjoy coaching others, solving problems, and helping teams succeed in a fast-paced contact center environment, we'd love to hear from you.

Requirements

At least 2 years of experience working in a high-volume call center or customer contact center environment.
At least 1 year of experience serving as a Team Lead, Lead Representative, mentor, coach, or in another informal or formal leadership role.
Strong customer service, communication, problem-solving, and interpersonal skills.
Proficiency with Microsoft Office and experience using CRM or contact center technology.
Must reside in the Greater Sacramento area.

Nice To Haves

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

Responsibilities

Provide day-to-day guidance, coaching, and support to Customer Service Representatives serving California's Medi-Cal members and providers.
Monitor team performance, identify coaching opportunities, and reinforce quality, productivity, attendance, and customer service expectations.
Assist with resolving member and provider escalations while supporting compliance with company policies and client requirements.
Partner with supervisors, Quality, Training, and Workforce Management to support operational goals and continuous improvement initiatives.
Serve as a subject matter expert by answering questions, assisting with new hire onboarding, and reinforcing process and policy updates.