Gainwell Technologies · 3 weeks ago
Healthcare Contact Center Manager (Remote in USA)
United States
Full-time
Remote
Mid, Senior Level
$93K/yr - $133K/yr
5+ years expGainwell Technologies is seeking a dynamic and results-driven Healthcare Contact Center Manager to oversee daily operations and implement new systems and customer service initiatives. The role requires a proven leader with experience in contact center management to drive successful implementations and optimize customer support across multiple channels.
Health CareInformation Technology
Responsibilities
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
Qualification
Required
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
Preferred
Certifications in PMP, Six Sigma, or other project/process improvement methodologies preferred
Experience in multilingual or international contact center operations preferred
Benefits
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.
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