Senior Call Center Manager

About the role

Be part of a team that unleashes the power of leading-edge technologies to help improve the health and well-being of those most vulnerable in our country and communities. Working at Gainwell carries its rewards. You’ll have an incredible opportunity to grow your career in a company that values work flexibility, learning, and career development. You’ll add to your technical credentials and certifications while enjoying a generous, flexible vacation policy and educational assistance. We also have comprehensive leadership and technical development academies to help build your skills and capabilities.

Responsibilities

• Oversees multiple contact center operations, ensuring service levels, customer satisfaction, operational efficiency, and financial performance across all customer interaction channels.
• Leads managers and supervisors, drives process improvements, manages budgets and workforce planning, mitigates operational risks, and partners with clients and cross-functional teams to deliver high-quality customer service and business results.
• Leads multiple contact center functions and operational leaders to ensure service level commitments, customer experience goals, quality standards, and business objectives are achieved across all channels.
• Identifies, prioritizes, and implements operational process improvements that increase efficiency, reduce customer effort, improve agent productivity, and enhance overall customer satisfaction.