Gainwell Technologies · 2 days ago
Director, Contact Center CoE
United States
Full-time
Remote
Director/Executive
$127K/yr - $182K/yr
10+ years expGainwell Technologies is a company that values contributions and offers opportunities for career growth. The Center of Excellence (CoE) Contact Center Director is responsible for driving operational excellence, innovation, and strategic vision across all contact center activities, overseeing the development and implementation of best practices and performance metrics to ensure exceptional customer service.
HealthcareInformation TechnologyHealth Care
Responsibilities
Develop and execute the strategic roadmap for the Contact Center Center of Excellence, aligning initiatives with business goals and driving transformation across all customer interaction channels
Establish, monitor, and continuously improve contact center standards, processes, and performance metrics to deliver consistent, high-quality customer experiences
Lead the evaluation and adoption of new technologies, automation tools, and omnichannel solutions to enhance customer engagement and streamline operations
Recruit, mentor, and develop contact center leaders and staff, fostering a culture of learning, collaboration, and professional growth
Partner with internal and external stakeholders—including IT, HR, Quality Assurance, Training, and Business Units—to ensure integrated and effective solutions
Champion initiatives that measure and improve customer satisfaction, loyalty, and advocacy
Utilize data analytics to monitor performance, identify trends, and make data-driven decisions for process improvements
Develop and manage the contact center CoE budget, ensuring optimal allocation of resources and cost control
Qualification
Required
Bachelor's degree in Business Administration, Operations Management, or related field (Master's degree preferred) OR 10+ years of progressive experience in contact center operations, with at least 5 years in a senior leadership role
Proven track record in building and leading high-performing contact center teams
Deep knowledge of contact center technologies (e.g., CRM, IVR, ACD, WFM, AI-powered solutions)
Exceptional analytical, problem-solving, and decision-making skills
Strong interpersonal, communication, and stakeholder management abilities
Preferred
Experience with process improvement methodologies—such as Six Sigma, Lean, or relevant project management certifications
Benefits
Flexible vacation policy
401(k) employer match
Comprehensive health benefits
Educational assistance
Leadership and technical development academies
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