Call Center Manager - West Sacramento, CA (Hybrid)

Call Center Manager - West Sacramento, CA (Hybrid) Gainwell Technologies is seeking an experienced Call Center Manager to lead customer service operations supporting California's Medi-Cal program. In this role, you will provide leadership to a team of supervisors and customer service representatives, ensuring exceptional service delivery while meeting performance, quality, compliance, and operational goals. If you're passionate about developing high-performing teams and delivering outstanding customer experiences in a fast-paced contact center environment, we'd love to hear from you. Your role in our mission: Lead the daily operations of a high-volume customer contact center supporting California's Medi-Cal members and providers. Coach, develop, and support supervisors and frontline leaders to achieve service level, quality, productivity, and customer satisfaction goals. Monitor operational performance using key performance indicators (KPIs), workforce metrics, and quality results to identify opportunities for continuous improvement. Partner with cross-functional teams to implement process improvements, support business initiatives, and ensure compliance with client and regulatory requirements. Foster a culture of accountability, collaboration, and employee engagement while delivering an exceptional customer experience. What we're looking for: At least 5 years of leadership experience managing supervisors or customer service teams in a high-volume call center or customer contact center environment. Experience managing operational metrics, including service levels, quality, productivity, customer satisfaction, and workforce performance. Strong leadership, coaching, communication, and performance management skills. Proficiency with Microsoft Office and experience using workforce management, CRM, or contact center technologies. Healthcare, Medi-Cal, Medicaid, Medicare, or managed care experience is strongly preferred. What you should expect in this role: Must reside in the Greater Sacramento area. Primarily remote with the ability to report onsite at 820 Stillwater Road, West Sacramento, CA 95605, as business needs require. Standard business hours with flexibility to support operational needs. Collaborative leadership environment focused on continuous improvement and operational excellence. Opportunity to make a meaningful impact by leading teams that support California's Medi-Cal members. The pay range for this position is $81,000 - $115,700 per year, however, the base pay offered may vary depending on geographic region, internal equity, job-related knowledge, skills, and experience among other factors.