Contact Center Supervisor- Montgomery, AL (Onsite)

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

As a Contact Center Supervisor - Montgomery, AL at Gainwell, you can contribute your skills as we harness the power of technology to help our clients improve the health and well-being of the members they serve - a community's most vulnerable. Connect your passion with purpose, teaming with people who thrive on finding innovative solutions to some of healthcare's biggest challenges. Here are the details on this position.

The Contact Center Supervisor is responsible for overseeing daily operations of the contact center team, ensuring exceptional customer service delivery, operational efficiency, and achievement of performance targets. This role manages frontline agents, drives coaching and development, monitors performance metrics, and ensures adherence to company policies and service standards.

Your role in our mission

Team Leadership & Supervision:

• Supervise and support a team of contact center agents to meet or exceed performance goals
• Provide real-time guidance, coaching, and feedback to improve agent effectiveness
• Conduct regular team meetings and one-on-one coaching sessions
• Foster a positive and engaged team environment

Quality Assurance & Training:

• Monitor calls and interactions for quality assurance
• Ensure adherence to scripts, procedures, and quality standards
• Assist in onboarding and training new hires
• Identify training needs and coordinate development programs

Customer Experience:

• Ensure a high level of customer satisfaction through effective service delivery
• Act as a point of escalation for complex or sensitive customer interactions
• Promote a customer-first culture within the team

What were looking for

• Call Center experience is preferred with a background in healthcare and Medicaid
• Ability to display strong leadership skills, analyze data, and make informed decisions
• Proficiency in contact center systems with problem-solving and conflict resolution abilities
• Ability to work in a fast-paced, high-volume environment
• Excellent communication, organizational, time-management, and interpersonal skill

What you should expect in this role

• This is an onsite position located in Montgomery, Alabama.
• The required work schedule is Monday through Friday, from 8:00 AM to 5:00 PM CST.
• Candidates will be required to complete a skills and competency assessment before advancing to the next stage of the selection process.
• Video cameras are required during all interviews and throughout the first week of orientation

Employee Benefits & Perks:

• 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. Any exceptions require manager approval before the employees start date at Gainwell.
• Career growth and advancement opportunities are encouraged and supported.
• A company-provided computer is supplied for work use.

#LI-Onsite #LI-PP1 #LI-CM1

The pay range for this position is $45,300.00 - $64,700.00 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. Gainwell Technologies defines "wages" and "wage rates" to include "all forms of pay, including, but not limited to, salary, overtime pay, bonuses, stock, stock options, profit sharing and bonus plans, life insurance, vacation and holiday pay, cleaning or gasoline allowances, hotel accommodations, reimbursement for travel expenses, and benefits.