Contact Center Supervisor- Montgomery, AL (Onsite)

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 we're 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 employee's start date at Gainwell.
• Career growth and advancement opportunities are encouraged and supported.
• A company-provided computer is supplied for work use.

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