Call Center Supervisor - West Sacramento, CA (Hybrid)

About the role

Gainwell Technologies is seeking an experienced Call Center Supervisor to support California's Medi-Cal program. In this role, you will provide day-to-day leadership for a team of Customer Service Representatives, ensuring exceptional service while meeting performance, quality, compliance, and operational goals. If you're passionate about coaching employees, developing high-performing teams, and delivering an outstanding customer experience in a fast-paced contact center environment, we'd love to hear from you.

Responsibilities

• Lead the daily operations of a team supporting California's Medi-Cal members and providers in a high-volume contact center environment.
• Coach, mentor, and develop Customer Service Representatives to achieve quality, productivity, attendance, and customer satisfaction goals.
• Monitor operational performance, identify trends, and partner with Workforce Management and leadership to meet service level expectations.
• Resolve customer escalations while ensuring compliance with company policies, client requirements, and regulatory standards.
• Collaborate with Quality, Training, Workforce Management, and Operations leadership to drive continuous improvement and operational excellence.

Qualifications

• At least 2 years of leadership experience in a high-volume call center or customer contact center environment.
• Experience coaching employees and managing performance using call center metrics such as quality, productivity, adherence, and service levels.
• Strong leadership, communication, problem-solving, and decision-making skills.
• Proficiency with Microsoft Office and experience using CRM, workforce management, or contact center technologies.
• Healthcare, Medi-Cal, Medicaid, Medicare, or health insurance call center experience is preferred.

Schedule

• Must reside in the Greater Sacramento area.
• Primarily remote with occasional onsite work at 820 Stillwater Road, West Sacramento, CA 95605, based on business needs.
• Fast-paced, metrics-driven contact center environment supporting California's Medi-Cal program.

Pay

The pay range for this position is $72,000 - $88,000 per year, however, the base pay offered may vary depending on geographic region, internal equity, job-related knowledge, skills, and experience among other factors.

Benefits

• Generous, flexible vacation policy for all salaried, full-time candidates.
• 401(k) employer match.
• Comprehensive health benefits.
• Educational assistance.
• Leadership and technical development academies to help build your skills and capabilities.