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Healthcare Operations Contact Center ManagerHealthcare Operations Contact Center Manager 1 day ago Be among the first 25 applicants
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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.
While professional experience and qualifications are key for this role, make sure to check you have the preferable soft skills before applying if required.
Summary
We are seeking a dynamic and results-driven
Contact Center Manager
to oversee daily operations and play a critical role in implementing new systems, tools, and customer service initiatives. This is an ideal opportunity for a proven leader with experience in contact center management and a strong track record of driving successful implementations-from technology rollouts to new site launches and process redesigns.
Your role in our mission
As Contact Center Manager, you will:
Lead and optimize day-to-day operations across multiple customer support channels (phone, email, chat, social). Monitor key performance metrics such as AHT, CSAT, FCR, and SLAs to drive continuous improvement. Partner with Workforce Management to build effective staffing strategies. Coach, mentor, and develop team leads and front-line agents to ensure peak performance and engagement. Lead or support key implementations-including new CRM systems, IVR, WFM tools, and service delivery models-working cross-functionally with IT, HR, Product, and Marketing. Manage implementation timelines, risk assessments, training plans, and post-launch reviews. Identify and mitigate the operational impacts of change initiatives. Provide strategic recommendations to leadership by leveraging data-driven insights and contact center best practices.
What we're looking for
Required Qualifications:
5+ years of leadership experience in a contact center environment. 2+ years of experience leading or supporting large-scale implementations (e.g., systems, site launches, or process changes). Strong understanding of contact center technologies such as CRM platforms, telephony systems, WFM, and QA tools. Proven ability to manage projects, lead teams through change, and communicate effectively across all levels of the organization. Ability to perform in a fast-paced, constantly evolving environment.
Preferred Qualifications:
Familiarity with platforms like Salesforce, Genesys, NICE, Zendesk, or Five9. Certifications in PMP, Six Sigma, or other project/process improvement methodologies. Experience in multilingual or international contact center operations.
What you should expect in this role
You will join a high-performing, customer-focused team where your leadership will directly impact customer experience and operational excellence. Expect to lead both steady-state operations and major transformation projects. You'll work in a fast-paced, collaborative environment with exposure to cross-functional stakeholders and opportunities for career growth. If you thrive on challenges and are passionate about leading teams through change, this is the role for you.
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.Seniority level
Seniority levelMid-Senior level Employment type
Employment typeFull-time Job function
Job functionManagement and Manufacturing IndustriesSoftware Development Referrals increase your chances of interviewing at Jobs via Dice by 2x Sign in to set job alerts for “Healthcare Operations Manager” roles.Business Transformation, Healthcare Provider Operations Consulting_Manager Austin, TX $127,100.00-$233,000.00 1 week ago Austin, TX $99,750.00-$262,500.00 1 week ago Dialysis Clinical Manager Registered Nurse - RNBusiness Transformation - Sr Manager - Healthcare Provider - Acute Care Austin, TX $150,400.00-$343,600.00 1 week ago Account Manager - (OTE $120,000/year USD), CXT SoftwareAccount Manager - (OTE $120,000/year USD), CXT SoftwarePurchasing Specialist - Sabey Data Centers Austin, TX $54,000.00-$72,000.00 19 hours ago Senior Technical Program Manager, Security Campaign ManagementPrincipal Technical Program Manager, Security Campaign Management Austin, TX $159,300.00-$275,300.00 1 day ago We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.
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While professional experience and qualifications are key for this role, make sure to check you have the preferable soft skills before applying if required.
Summary
We are seeking a dynamic and results-driven
Contact Center Manager
to oversee daily operations and play a critical role in implementing new systems, tools, and customer service initiatives. This is an ideal opportunity for a proven leader with experience in contact center management and a strong track record of driving successful implementations-from technology rollouts to new site launches and process redesigns.
Your role in our mission
As Contact Center Manager, you will:
Lead and optimize day-to-day operations across multiple customer support channels (phone, email, chat, social). Monitor key performance metrics such as AHT, CSAT, FCR, and SLAs to drive continuous improvement. Partner with Workforce Management to build effective staffing strategies. Coach, mentor, and develop team leads and front-line agents to ensure peak performance and engagement. Lead or support key implementations-including new CRM systems, IVR, WFM tools, and service delivery models-working cross-functionally with IT, HR, Product, and Marketing. Manage implementation timelines, risk assessments, training plans, and post-launch reviews. Identify and mitigate the operational impacts of change initiatives. Provide strategic recommendations to leadership by leveraging data-driven insights and contact center best practices.
What we're looking for
Required Qualifications:
5+ years of leadership experience in a contact center environment. 2+ years of experience leading or supporting large-scale implementations (e.g., systems, site launches, or process changes). Strong understanding of contact center technologies such as CRM platforms, telephony systems, WFM, and QA tools. Proven ability to manage projects, lead teams through change, and communicate effectively across all levels of the organization. Ability to perform in a fast-paced, constantly evolving environment.
Preferred Qualifications:
Familiarity with platforms like Salesforce, Genesys, NICE, Zendesk, or Five9. Certifications in PMP, Six Sigma, or other project/process improvement methodologies. Experience in multilingual or international contact center operations.
What you should expect in this role
You will join a high-performing, customer-focused team where your leadership will directly impact customer experience and operational excellence. Expect to lead both steady-state operations and major transformation projects. You'll work in a fast-paced, collaborative environment with exposure to cross-functional stakeholders and opportunities for career growth. If you thrive on challenges and are passionate about leading teams through change, this is the role for you.
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.Seniority level
Seniority levelMid-Senior level Employment type
Employment typeFull-time Job function
Job functionManagement and Manufacturing IndustriesSoftware Development Referrals increase your chances of interviewing at Jobs via Dice by 2x Sign in to set job alerts for “Healthcare Operations Manager” roles.Business Transformation, Healthcare Provider Operations Consulting_Manager Austin, TX $127,100.00-$233,000.00 1 week ago Austin, TX $99,750.00-$262,500.00 1 week ago Dialysis Clinical Manager Registered Nurse - RNBusiness Transformation - Sr Manager - Healthcare Provider - Acute Care Austin, TX $150,400.00-$343,600.00 1 week ago Account Manager - (OTE $120,000/year USD), CXT SoftwareAccount Manager - (OTE $120,000/year USD), CXT SoftwarePurchasing Specialist - Sabey Data Centers Austin, TX $54,000.00-$72,000.00 19 hours ago Senior Technical Program Manager, Security Campaign ManagementPrincipal Technical Program Manager, Security Campaign Management Austin, TX $159,300.00-$275,300.00 1 day ago We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.
#J-18808-Ljbffr