Subrogation Call Center Supervisor

Gainwell Technologies LLC

2d•$48,400 - $69,200•Remote

About The Position

As a Subrogation Call Center Supervisor, you will lead the daily operations of a remote customer service team supporting subrogation-related activities. In this role, you will drive performance, quality, and service level objectives while fostering accountability, engagement, and continuous improvement. At Gainwell, you will play a key leadership role in ensuring operational excellence while supporting our mission to reduce fraud, waste, and abuse in the healthcare system.Your role in our mission

Requirements

High School Diploma/GED
Minimum 1 year of supervisory or team lead experience in a call center environment (remote preferred)
2–3 years of call center experience in a high-volume, metrics-driven environment
Strong knowledge of call center performance metrics (adherence, quality, productivity, SLAs) and performance management practices
Demonstrated experience coaching employees to achieve performance goals and improve results
Ability to manage escalated customer issues while ensuring compliance with policies and regulatory requirements

Responsibilities

Supervise, coach, and develop remote call center agents and team leads
Monitor and manage key performance indicators (adherence, productivity, quality, AHT, SLAs)
Conduct performance evaluations, coaching sessions, and corrective action when necessary
Oversee staffing coverage, scheduling, attendance, and real-time queue management
Review calls for quality assurance and provide actionable feedback
Handle escalated customer concerns and ensure timely resolution
Ensure adherence to policies, procedures, and regulatory requirements
Support onboarding, training, and continuous improvement initiatives
Maintain accurate documentation related to performance and compliance
Collaborate with leadership and cross-functional teams to support operational excellence