Contact Center Supervisor- Montgomery, AL (Onsite)

About the role

The Contact Center Supervisor is responsible for overseeing daily operations of the contact center team, ensuring exceptional customer service delivery, operational efficiency, and achievement of performance targets. This role manages frontline agents, drives coaching and development, monitors performance metrics, and ensures adherence to company policies and service standards.

Responsibilities

• Supervise and support a team of contact center agents to meet or exceed performance goals
• Provide real-time guidance, coaching, and feedback to improve agent effectiveness
• Conduct regular team meetings and one-on-one coaching sessions
• Foster a positive and engaged team environment
• Monitor calls and interactions for quality assurance
• Ensure adherence to scripts, procedures, and quality standards
• Aid in onboarding and training new hires
• Identify training needs and coordinate development programs
• Ensure a high level of customer satisfaction through effective service delivery
• Act as a point of escalation for complex or sensitive customer interactions
• Promote a customer-first culture within the team

Requirements

• Call Center experience is preferred with a background in healthcare and Medicaid
• Ability to display strong leadership skills, analyze data, and make informed decisions
• Proficiency in contact center systems with problem-solving and conflict resolution abilities
• Ability to work in a fast-paced, high-volume environment
• Excellent communication, organizational, time-management, and interpersonal skills

Qualifications

This is an onsite position located in Montgomery, Alabama. The required work schedule is Monday through Friday, from 8:00 AM to 5:00 PM CST. Candidates will be required to complete a skills and competency assessment before advancing to the next stage of the selection process. Video cameras are required during all interviews and throughout the first week of orientation.

Benefits & Perks

• Health benefits (medical, dental, and vision) begin on Day 1 of employment
• 401(k) with company match and additional benefits become available within the first few months
• Employees can take advantage of the flexible vacation policy after 90 days of employment. Any exceptions require manager approval before the employee's start date at Gainwell
• Career growth and advancement opportunities are encouraged and supported
• A company-provided computer is supplied for work use

Pay

The pay range for this position is $45,300.00 - $64,700.00 per year, however, the base pay offered may vary depending on geographic region, internal equity, job-related knowledge, skills, and experience among other factors.