Senior Call Center Manager

Gainwell Technologies LLC•Rancho Cordova, CA

20d•$115,900 - $165,600•Remote

About The Position

Be part of a team that unleashes the power of leading-edge technologies to help improve the health and well-being of those most vulnerable in our country and communities. Working at Gainwell carries its rewards. You’ll have an incredible opportunity to grow your career in a company that values work flexibility, learning, and career development. You’ll add to your technical credentials and certifications while enjoying a generous, flexible vacation policy and educational assistance. We also have comprehensive leadership and technical development academies to help build your skills and capabilities. The Senior Call Center Manager is a senior leadership role responsible for overseeing multiple contact center operations, ensuring service levels, customer satisfaction, operational efficiency, and financial performance are achieved across all customer interaction channels. The position leads managers and supervisors, drives process improvements, manages budgets and workforce planning, mitigates operational risks, and partners with clients and cross-functional teams to deliver high-quality customer service and business results.

Requirements

Master's degree in business administration, engineering, information systems or related field preferred
Twelve or more years of support services, project, or program experience
Eight or more years of leadership or supervisory experience
Experience working with technology industry
Experience working with company products and operating systems
Experience working with proposals

Responsibilities

Leads multiple contact center functions and operational leaders to ensure service level commitments, customer experience goals, quality standards, and business objectives are achieved across all customer interaction channels.
Identifies, prioritizes, and implements operational process improvements that increase efficiency, reduce customer effort, improve agent productivity, and enhance overall customer satisfaction.
Partners with workforce management, forecasting, and business stakeholders to develop and manage volume forecasts, staffing models, and capacity plans that support service delivery requirements across all channels.
Proactively identifies operational risks, performance gaps, and service issues; develops and implements effective mitigation strategies and alternative solutions.
Collaborates with cross-functional teams to interpret business requirements, assess workload impacts, and align resources to meet customer demand, service levels, and organizational priorities.
Develops, recommends, and manages annual operating, labor, technology, and departmental budgets to support strategic and operational goals.
Monitors financial performance, analyzes budget variances, and implements corrective actions to ensure fiscal accountability and cost-effective operations.
Oversees budget forecasting, financial analysis, resource allocation, and productivity initiatives to optimize operational performance.
Approves expenditures and operational investments in accordance with company policies, budget guidelines, and business objectives.
Builds and maintains strong partnerships with clients, business leaders, and operational stakeholders to ensure service excellence, customer satisfaction, and successful issue resolution.
Leads customer experience improvement initiatives by analyzing customer feedback, operational metrics, and performance trends to drive continuous service enhancements.
Ensures operational programs, projects, and service initiatives are delivered on time, within scope, and aligned with customer and organizational expectations.
Partners with technology, workforce management, training, quality, and business teams to implement new services, digital capabilities, and operational enhancements that improve customer outcomes.
Contributes to business development activities by supporting client presentations, operational solution design, and the adoption of innovative technologies and automation solutions.
Recruits, selects, and retains high-performing managers, supervisors, and support staff to build a strong leadership pipeline and operational workforce.
Provides leadership, coaching, mentoring, and development opportunities to management teams, fostering employee engagement, performance excellence, and career growth.
Manages performance through goal setting, coaching, recognition, and accountability processes; addresses performance concerns and makes recommendations regarding promotions, compensation adjustments, succession planning, and other personnel actions in accordance with company policies.