Gainwell Technologies · 4 months ago
Lead Call Center Representative - Arkansas
Conway, AR, US, 72034-9501
Full-time
Hybrid
Mid, Senior Level
$33K/yr - $47K/yr
4+ years expGainwell Technologies is an industry leader focused on healthcare solutions, and they are seeking a Lead Call Center Representative to support their customer service team. This role involves leading and mentoring team members, ensuring high-quality customer interactions, and driving continuous improvement in call center operations.
Health CareInformation Technology
Responsibilities
Train and onboard new team members to ensure a smooth integration into the team
Provide ongoing coaching and support to both new and existing representatives to enhance performance and service quality
Monitor live and recorded calls to assess performance and provide timely, constructive feedback
Track queue activity to ensure agents adhere to schedules and meet service level expectations
Assist in the creation of training materials, job aids, and performance-enhancing tools
Reinforce company policies, team goals, and account expectations in alignment with leadership objectives
Serve as a resource and escalation point for complex inquiries or issues
Collaborate with leadership to identify opportunities for process improvement and implement solutions
Complete outreach to providers to gather required information
Ensure compliance with all PHI protocols and requirements
Provide a professional, positive experience when communicating with members and providers
Perform other duties as assigned by management
Strong organizational and time-management skills
Familiarity with help desk or customer service management systems
Strong mathematical, verbal, and written communication skills
Ability to balance accuracy, quality, and efficiency across all tasks
Willingness and ability to learn internal systems, processes, and programs as needed
Quick learner with problem-solving and decision-making skills, even with minimal supervision
Adaptability and collaboration in a fast-paced, production-driven environment
Flexibility to work a variable schedule to support peak volume times
Excellent attention to detail
Qualification
Required
High school diploma or GED equivalent
Minimum of 4 years of customer service or call center experience, including phone-based support
Demonstrated experience coaching or mentoring peers in a professional setting
Proficient in computer systems, telephone technologies, and common business software
General computer knowledge including Microsoft Office, use of the internet, and email is required
Strong organizational and time-management skills
Familiarity with help desk or customer service management systems
Strong mathematical, verbal, and written communication skills
Ability to balance accuracy, quality, and efficiency across all tasks
Willingness and ability to learn internal systems, processes, and programs as needed
Quick learner with problem-solving and decision-making skills, even with minimal supervision
Adaptability and collaboration in a fast-paced, production-driven environment
Flexibility to work a variable schedule to support peak volume times
Excellent attention to detail
Benefits
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.
Career growth and advancement opportunities are encouraged and supported.
A company-provided computer is supplied for work use.
Company
Gainwell Technologies
Gainwell Technologies is a provider of Information Technology & Services. It is a sub-organization of Veritas Capital.
10001+ employees
H1B Sponsorship
Gainwell Technologies has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (90)
2024 (78)
2023 (56)
2022 (96)
2021 (33)
Funding
Current Stage
Late StageTotal Funding
$1M2023-06-06Grant· $1M
Leadership Team
Paul N. Saleh
President and Chief Executive Officer
Gary Call
Chief Medical Officer
Recent News
bloomberglaw.com
2025-12-12
GlobeNewswire
2025-12-11
Company data provided by crunchbase