Healthcare Contact Center Manager (Remote in USA)

Gainwell Technologies

13d • Remote

About The Position

We are seeking a dynamic and results-driven Healthcare Contact Center Manager to oversee daily operations and play a critical role in implementing new systems, tools, and customer service initiatives. This is an ideal opportunity for a proven leader with experience in contact center management and a strong track record of driving successful implementations—from technology rollouts to new site launches and process redesigns.

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.
• Familiarity with platforms like Salesforce, Genesys, NICE, Zendesk, or Five9 required.

Nice To Haves

• Certifications in PMP, Six Sigma, or other project/process improvement methodologies preferred.
• Experience in multilingual or international contact center operations preferred.

Responsibilities

• Lead and optimize day-to-day operations across multiple customer support channels (phone, email, chat, social).
• Monitor key performance metrics such as AHT, CSAT, FCR, and SLAs to drive continuous improvement.
• Partner with Workforce Management to build effective staffing strategies.
• Coach, mentor, and develop team leads and front-line agents to ensure peak performance and engagement.
• Lead or support key implementations—including new CRM systems, IVR, WFM tools, and service delivery models—working cross-functionally with IT, HR, Product, and Marketing.
• Manage implementation timelines, risk assessments, training plans, and post-launch reviews.
• Identify and mitigate the operational impacts of change initiatives.
• Provide strategic recommendations to leadership by leveraging data-driven insights and contact center best practices.

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.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed
• Number of Employees: 5,001-10,000 employees