Call Center Unit Lead

Responsibilities

• Handle escalated calls and complex customer inquiries by researching issues and ensuring timely resolution
• Support day-to-day operations by assisting management with workflow, call handling, and transaction accuracy
• Mentor, coach, and support less experienced team members to reinforce proper procedures and knowledge sharing
• Research customer inquiries, process requests, and maintain accurate account documentation
• Monitor daily transactions and review client reports to recommend workflow or procedure improvements
• Serve as a primary resource for team members and management regarding operational questions and escalations

Requirements

• 6+ years of customer service, telephone support, or call center experience
• Proven experience handling escalated calls, complex inquiries, and complaint resolution
• Experience mentoring, training, or coaching staff in a customer service environment
• Strong analytical, communication, documentation, and problem-solving skills
• Proficiency with help desk software, telephone technology, and customer service systems

Benefits

• Comprehensive medical, dental, and vision insurance
• 401(k) with company match
• Flexible vacation policy and paid time off
• Company-observed holidays
• Educational assistance and professional development academies

About the Company

Gainwell Technologies is an industry leader dedicated to creating powerful solutions for healthcare's most complex challenges. We value collaboration, innovation, and inclusion, providing our employees with opportunities for continuous learning and career development in a fast-moving environment.