Contact Center Manager

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, web messaging).
• Monitor key performance metrics such as AHT, FCR, and SLAs to drive continuous improvement.
• Partner with Workforce Management to build effective staffing strategies.
• Coach, mentor, and develop team leads 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.

What you should expect in this role

• On-site role in Gainwell’s DC Office with no remote opportunities.
• 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.
• Video cameras must be used during all interviews, as well as during the initial week of orientation if hired.

The deadline to submit applications for this posting is March 27, 2026.