Call Center Team Lead - West Sacramento, CA (Hybrid)

About the Role

Gainwell Technologies is seeking an experienced Call Center Team Lead to support California's Medi-Cal program. In this role, you will provide day-to-day guidance and support to a team of Customer Service Representatives while helping ensure exceptional service, operational excellence, and compliance with performance and quality standards.

Responsibilities

• Provide day-to-day guidance, coaching, and support to Customer Service Representatives serving California's Medi-Cal members and providers.
• Monitor team performance, identify coaching opportunities, and reinforce quality, productivity, attendance, and customer service expectations.
• Assist with resolving member and provider escalations while supporting compliance with company policies and client requirements.
• Partner with supervisors, Quality, Training, and Workforce Management to support operational goals and continuous improvement initiatives.
• Serve as a subject matter expert by answering questions, assisting with new hire onboarding, and reinforcing process and policy updates.

Requirements

• At least 2 years of experience working in a high-volume call center or customer contact center environment.
• At least 1 year of experience serving as a Team Lead, Lead Representative, mentor, coach, or in another informal or formal leadership role.
• Strong customer service, communication, problem-solving, and interpersonal skills.
• Proficiency with Microsoft Office and experience using CRM or contact center technology.
• Must reside in the Greater Sacramento area.

Qualifications

• Healthcare, Medi-Cal, Medicaid, Medicare, or health insurance call center experience is preferred.

Pay

The pay range for this position is $60,000 - $72,000 per year, however, the base pay offered may vary depending on geographic region, internal equity, job-related knowledge, skills, and experience among other factors.

Schedule

Primarily remote with occasional onsite work at 820 Stillwater Road, West Sacramento, CA 95605, based on business needs.

Benefits

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

This posting is intended for pipelining. We will accept applications on an ongoing basis.