Senior Call Center Manager

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Date:
Sep 21, 2026

Location:

Any city, CA, US, 99999

Work Mode:
Default

Be part of a team that unleashes the power of leading-edge technologies to help improve the health and well-being of those most vulnerable in our country and communities. Working at Gainwell carries its rewards. You’ll have an incredible opportunity to grow your career in a company that values work flexibility, learning, and career development. You’ll add to your technical credentials and certifications while enjoying a generous, flexible vacation policy and educational assistance.

We also have comprehensive leadership and technical development academies to help build your skills and capabilities.

The Senior Call Center Manager is a senior leadership role responsible for overseeing multiple contact center operations, ensuring service levels, customer satisfaction, operational efficiency, and financial performance are achieved across all customer interaction channels. The position leads managers and supervisors, drives process improvements, manages budgets and workforce planning, mitigates operational risks, and partners with clients and cross-functional teams to deliver high-quality customer service and business results.

• Leads multiple contact center functions and operational leaders to ensure service level commitments, customer experience goals, quality standards, and business objectives are achieved across all customer interaction channels.
• Identifies, prioritizes, and implements operational process improvements that increase efficiency, reduce customer effort, improve agent productivity, and enhance overall customer satisfaction.
• Partners with workforce management, forecasting, and business stakeholders to develop and manage volume forecasts, staffing models, and capacity plans that support service delivery requirements across all channels.
• Proactively identifies operational risks, performance gaps, and service issues; develops and implements effective mitigation strategies and alternative solutions.
• Collaborates with cross-functional teams to interpret business requirements, assess workload impacts, and align resources to meet customer demand, service levels, and organizational priorities.
• Develops, recommends, and manages annual operating, labor, technology, and departmental budgets to support strategic and operational goals.
• Monitors financial performance, analyzes budget variances, and implements corrective actions to ensure fiscal accountability and cost-effective operations.
• Oversees budget forecasting, financial analysis, resource allocation, and productivity initiatives to optimize operational performance.
• Approves expenditures and operational investments in accordance with company policies, budget guidelines, and business objectives.
• Builds and maintains strong partnerships with clients, business leaders, and operational stakeholders to ensure service excellence, customer satisfaction, and successful issue resolution.
• Leads customer experience improvement initiatives by analyzing customer feedback, operational metrics, and performance trends to drive continuous service enhancements.
• Ensures operational programs, projects, and service initiatives are delivered on time, within scope, and aligned with customer and organizational expectations.
• Partners with technology, workforce management, training, quality, and business teams to implement new services, digital capabilities, and operational enhancements that improve customer outcomes.
• Contributes to business development activities by supporting client presentations, operational solution design, and the adoption of innovative technologies and automation solutions.
• Recrui…