Call Center Supervisor – EDI Helpdesk

Gainwell Technologies

. Lead, coach, and develop a team of EDI Helpdesk representatives through feedback, performance evaluations, training, and employee engagement initiatives .

Posted 10/30/2026full-timeRemote • United StatesMid-LevelSenior💰 $48,400 - $69,200 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong leadership and coaching abilities to develop high-performing teams in a call center environment, with a focus on meeting service level agreements and improving operational efficiency. Proficient in analyzing performance metrics and driving data-informed decisions to enhance service quality and employee engagement.

Highest-signal resume keywords

Call Center ManagementLeadership ExperienceKPI MonitoringHealthcare EDI KnowledgePerformance Analysis

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Call Center OperationsData AnalysisPerformance ImprovementStaffing ManagementTraining Development

Soft Skills

CoachingCommunicationOrganizational SkillsProblem-SolvingAdaptability

Tools & Technologies

Microsoft OfficeContact Center Technologies

Industry Keywords

HealthcareMedicaidElectronic Data InterchangeService Level AgreementsKey Performance Indicators

About the role

Key responsibilities & impact

Lead, coach, and develop a team of EDI Helpdesk representatives through feedback, performance evaluations, training, and employee engagement initiatives
Oversee daily call center operations, including staffing, scheduling, attendance, and real-time performance monitoring
Ensure contractual Service Level Agreements (SLAs) and key performance indicators (KPIs) are met
Manage escalated provider and Trading Partner inquiries and ensure accurate, timely resolution according to Montana Medicaid policies, procedures, and regulatory requirements
Analyze call center performance metrics, quality results, and productivity trends
Identify opportunities for operational improvement and employee development
Support hiring, onboarding, training, and performance management activities
Maintain appropriate staffing levels and service quality
Review and improve operational procedures, training materials, and workflows
Collaborate with internal teams, operational leadership, and client representatives to resolve service challenges and support program objectives
Support Montana Medicaid's EDI Helpdesk for healthcare providers and Trading Partners

Requirements

What you’ll need

High school diploma or equivalent required; associate or bachelor's degree preferred
Call center experience with demonstrated supervisory or team leadership experience
Experience working in a healthcare, Medicaid, Electronic Data Interchange (EDI), or healthcare provider support environment
Strong leadership, coaching, communication, organizational, and problem-solving skills
Ability to manage a high-performing remote team
Experience monitoring call center KPIs, service levels, quality, and productivity
Ability to analyze data and drive performance improvements
Proficiency with Microsoft Office and contact center technologies
Ability to quickly learn new systems and processes
Ability to manage competing priorities and resolve escalated issues
Ability to make sound decisions in a fast-paced, high-volume environment
Ability to work independently, collaborate across teams, and adapt to changing operational and business needs
Availability to work Monday through Friday, 8:00 a.m. to 5:00 p.m. Mountain Time
Maintain a professional, secure, and distraction-free home workspace with reliable high-speed internet access
Complete required job-related assessments and background investigation
Attend all required training sessions, with no scheduled time off during the training period

Benefits

Comp & perks

Work flexibility
Learning and career development
Flexible vacation policy
401(k) employer match
Comprehensive health benefits
Educational assistance
Leadership and technical development academies