Help Desk Supervisor - Remote US

Gainwell Technologies LLC • OH

92d • $48,400 - $69,200

About The Position

The Help Desk Supervisor – Healthcare – Remote US (WI Help Desk) role is responsible for overseeing a team of Help Desk Representatives who provide critical support in a healthcare call center environment. This includes supervising daily operations, ensuring adherence to policies and performance standards, and coaching team members to deliver exceptional service to providers and members. The Supervisor acts as the primary point of escalation, drives continuous improvement, and ensures that client expectations and regulatory requirements are met.

Requirements

• 3–5 years of experience in a call center environment, with at least 1–2 years in a supervisory or leadership role.
• Strong knowledge of healthcare, Medicaid, or insurance processes preferred.
• Excellent communication and coaching skills, with the ability to motivate and guide a diverse team.
• Proficiency in Microsoft Office and call center systems (e.g., CRM, telephony platforms).
• Strong organizational and problem-solving skills, with the ability to manage multiple priorities in a fast-paced environment.

Responsibilities

• Supervise day-to-day operations of the Help Desk team, ensuring service levels and quality standards are consistently achieved.
• Provide coaching, mentoring, and performance feedback to representatives, fostering professional development and engagement.
• Manage escalated calls or complex issues, resolving them promptly while supporting frontline staff.
• Monitor call center metrics (attendance, adherence, handle times, quality scores) and report results to leadership.
• Collaborate with training, quality, and operations teams to improve processes and enhance customer and employee experience.

Benefits

• Generous, flexible vacation policy
• 401(k) employer match
• Comprehensive health benefits
• Educational assistance
• Leadership and technical development academies

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 5,001-10,000 employees