Call Center Manager - Remote

Great companies need great teams to propel their operations. Join the group that solves business challenges and enhances the way we work and grow. Working at Gainwell carries its rewards. You’ll have an incredible opportunity to grow your career in a company that values your contributions and puts a premium on work flexibility, learning, and career development. 

Summary

Call Center Manager work as the liaison between Gainwell Technologies, Idaho Department of Health & Welfare (Medicaid Division) and the Idaho Medicaid provider community (direct physicians, groups, organization administrators, compliance officers, billers, and credentialing staff). This position is responsible to educate, support and validate achievement of outlined service level agreements and quality assurance requirements.  Requirements of this role include delivering the highest quality end-to-end service and support, by concise communications, through analysis and adherence to timely response deliverables. Provide, build, maintain, and promote positive relationships through a vast array of consistent engagement with key stakeholders.

Your role in our mission

• Oversees the day-to-day operations of the customer support center operations.
• Conveys customer feedback to product development staff in order to continuously improve client satisfaction.
• Manages customer support staff to ensure service level agreements for products and services are met. Schedules staff to adequately handle call volume on any point in time. Monitors progress and number of telephone calls made. Manages personnel activities of staff (i.e., hires, trains, appraises, rewards, motivates, disciplines, recommends termination as necessary, etc.).
• Manages customer support functional activities for products and contributes to overall service profitability by efficiently using staff and systems in the customer support area. Improves quality and responsiveness of customer support staff and resources.
• Contributes to overall service revenue by generating new and creative ideas to sell add-on services. Promotes sales of various service options.

What we're looking for

• Bachelor's degree or equivalent combination of education and experience
• Bachelor's degree in business management, computer science or related field preferred
• Nine or more years of customer service or other telephone operations experience
• Five or more years of leadership or supervisory experience
• Experience working with the company's products and systems, computer software, and telephone technology
• Experience leading remote teams with all customer support areas

What you should expect in this role

• High volume and fast paced environment
• Daily leverage of your strong business and analytical problem-solving skills
• Daily leverage of your strong communication and critical thinking skills
• Daily leverage of your strong ability to multi-task and work independent
• Remote environment

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The pay range for this position is $75,700.00 - $108,100.00 per year, however, the base pay offered may vary depending on geographic region, internal equity, job-related knowledge, skills, and experience among other factors. Put your passion to work at Gainwell. You’ll have the opportunity to grow your career in a company that values work flexibility, learning, and career development. All salaried, full-time candidates are eligible for our generous, flexible vacation policy, a 401(k) employer match, comprehensive health benefits, and educational assistance. We also have a variety of leadership and technical development academies to help build your skills and capabilities.

We believe nothing is impossible when you bring together people who care deeply about making healthcare work better for everyone. Build your career with Gainwell, an industry leader. You’ll be joining a company where collaboration, innovation, and inclusion fuel our growth. Learn more about Gainwell at our company website and visit our Careers site for all available job role openings.

Gainwell Technologies is committed to a diverse, equitable, and inclusive workplace. We are proud to be an Equal Opportunity Employer, where all qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical condition), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. We celebrate diversity and are dedicated to creating an inclusive environment for all employees.