Call Center Manager - Hybrid; Indianapolis, Indiana

Summary

The Call Center Manager is responsible for leading daily call center operations within a high-volume healthcare customer service environment. This role oversees inbound and outbound workflows, staffing optimization, quality performance, operational compliance, and team development while ensuring exceptional customer service delivery and achievement of service level agreements. The manager serves as a key operational leader responsible for client engagement, performance improvement initiatives, workforce management, and collaboration with executive leadership and key stakeholders.

• Direct daily inbound and outbound call center operations, staffing workflows, scheduling, and queue management to ensure achievement of service level agreements and operational performance goals.
• Monitor operational metrics including handle time, first call resolution, quality scores, productivity, attendance, and customer experience trends while implementing action plans for continuous improvement.
• Hire, train, coach, mentor, and evaluate call center agents and team leads to foster accountability, engagement, and high team performance.
• Partner with executive leadership, operational teams, and clients to present operational updates, performance metrics, trends, and process improvement initiatives.
• Maintain strong client relationships by leading scheduled meetings, coordinating deliverables, communicating operational updates, and addressing escalated concerns professionally and proactively.
• Ensure compliance with HIPAA Privacy and Security Rules, Medicaid guidelines, internal policies, and quality assurance standards across all operational activities.

• Minimum of 5 years of call center leadership experience within a healthcare, managed care, Medicaid, or healthcare operations environment.
• Experience managing high-volume inbound and outbound call center operations, workforce scheduling, service levels, and productivity metrics.
• Strong understanding of HIPAA Privacy and Security Rules, Medicaid guidelines, quality assurance standards, and healthcare customer service operations.
• Experience analyzing operational metrics such as handle time, first call resolution, quality scores, staffing trends, productivity, and customer experience data.
• Strong leadership, communication, coaching, presentation, stakeholder management, and problem‑solving skills with the ability to influence and motivate teams.
• Bachelor’s degree in Healthcare Administration, Business Administration, or related field preferred; equivalent leadership experience will also be considered.

• Hybrid work arrangement with remote flexibility and required onsite presence at 6612
  
  E. 75th Street, Indianapolis, IN 46250, supporting daily call center leadership and operational management activities.
• Leadership role within a fast‑paced, high-volume healthcare call center environment focused on operational performance, customer experience, and service excellence.
• Regular interaction with executive leadership, operational stakeholders, clients, and cross‑functional teams.
• Opportunities to lead workforce optimization, operational improvements, client engagement initiatives, and performance enhancement strategies.
• Comprehensive benefits package including medical, dental, vision, 401(k) with company match, paid time off, and company‑observed holidays.

The pay range for this position is $75,700 - $108,100 per year; however, the base pay offered may vary depending on geographic region, internal equity, job‑related knowledge, skills, and experience among other factors.

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.”