Healthcare Contact Center Manager (Remote in USA)

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 We are seeking a dynamic and results-driven Healthcare Contact Center Manager to oversee daily operations and play a critical role in implementing new systems, tools, and customer service initiatives. This is an ideal opportunity for a proven leader with experience in contact center management and a strong track record of driving successful implementations—from technology rollouts to new site launches and process redesigns. Your role in our mission • Lead and optimize day-to-day operations across multiple customer support channels (phone, email, chat, social). • Monitor key performance metrics such as AHT, CSAT, FCR, and SLAs to drive continuous improvement. • Partner with Workforce Management to build effective staffing strategies. • Coach, mentor, and develop team leads and front-line agents to ensure peak performance and engagement. • Lead or support key implementations—including new CRM systems, IVR, WFM tools, and service delivery models—working cross-functionally with IT, HR, Product, and Marketing. • Manage implementation timelines, risk assessments, training plans, and post-launch reviews. • Identify and mitigate the operational impacts of change initiatives. • Provide strategic recommendations to leadership by leveraging data-driven insights and contact center best practices. What we're looking for • Five (5) or more years of leadership experience in a healthcare (Medicaid/Medicare) contact center environment required. • Two (2) or more years of experience leading or supporting large-scale implementations (e.g., systems, site launches, or process changes) required. • Strong understanding of contact center technologies such as CRM platforms, telephony systems, WFM, and QA tools required. • Familiarity with platforms like Salesforce, Genesys, NICE, Zendesk, or Five9 required. • Certifications in PMP, Six Sigma, or other project/process improvement methodologies preferred. • Experience in multilingual or international contact center operations preferred. What you should expect in this role • Opportunities to travel through your work (0-10%) • This is a full-time permanent regular salaried (W-2) employee position. • Health (medical, dental, vision) benefits start on day 1 of employment. • Company match 401K and other benefits available within months of starting. • New employees are eligible to take advantage of flexible vacation policy after ninety (90) calendar days of employment. Any exception requires manager approval prior to employee's Gainwell start date. • Company provided computer for work use. • For all hybrid and remote positions employees' Broadband Internet connections, should have a minimum speed of 24MBS download and 8 MBS upload. Greater speeds will of course provide better performance. • Video cameras must be used during all interviews, as well as during the initial week of orientation if hired. • This position will remain posted until December 24, 2025. Due to application volume only highly qualified candidates will be contacted. Applying does not gurantee an interview. #LI-NB1 #LI-REMOTE The pay range for this position is $93,400.00 - $133,400.00 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 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), age, sexual orientation, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. Apply tot his job