Senior Call Center Manager

Gainwell Technologies

. Oversee multiple contact center operations across all customer interaction channels .

Posted 9/21/2026full-timeCalifornia • United StatesSenior💰 $115,900 - $165,600 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in overseeing contact center operations, leading teams to achieve service levels and customer satisfaction, while implementing operational improvements and managing budgets effectively. Strong leadership in coaching and developing staff, alongside financial performance monitoring and resource allocation.

Highest-signal resume keywords

Contact Center Operations ManagementLeadership and Team DevelopmentBudget Forecasting and Financial AnalysisOperational Process ImprovementCross-Functional Collaboration

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Operational Process ImprovementBudget ForecastingFinancial AnalysisVolume ForecastingStaffing ModelsCapacity PlanningPerformance Gap AnalysisRisk Mitigation StrategiesProject ManagementProposal Development

Soft Skills

LeadershipCoachingMentoringCollaborationCommunication

Tools & Technologies

Workforce Management SystemsCustomer Relationship Management SoftwareFinancial Management ToolsOperational Analytics Platforms

Industry Keywords

Customer Interaction ChannelsService LevelsCustomer SatisfactionOperational StakeholdersTechnology Industry Experience

About the role

Key responsibilities & impact

Oversee multiple contact center operations across all customer interaction channels
Lead managers and supervisors to achieve service levels, customer satisfaction, quality standards, and business objectives
Identify and implement operational process improvements
Develop and manage volume forecasts, staffing models, and capacity plans
Identify operational risks and performance gaps and implement mitigation strategies
Collaborate with cross-functional teams to align resources with customer demand and organizational priorities
Develop and manage operating, labor, technology, and departmental budgets
Monitor financial performance, analyze budget variances, and implement corrective actions
Oversee budget forecasting, financial analysis, resource allocation, and productivity initiatives
Approve expenditures and operational investments
Build partnerships with clients, business leaders, and operational stakeholders
Lead customer experience improvement initiatives
Ensure programs, projects, and service initiatives are delivered on time and within scope
Partner with technology, workforce management, training, quality, and business teams on new services and operational enhancements
Support business development activities, client presentations, operational solution design, and technology adoption
Recruit, select, and retain managers, supervisors, and support staff
Provide leadership, coaching, mentoring, and development opportunities
Manage performance through goal setting, coaching, recognition, accountability, promotions, compensation adjustments, and succession planning

Requirements

What you’ll need

Master's degree in business administration, engineering, information systems or related field preferred
Twelve or more years of support services, project, or program experience
Eight or more years of leadership or supervisory experience
Experience working with technology industry
Experience working with company products and operating systems
Experience working with proposals
Must reside in the State of California
Video cameras must be used during all interviews and during the initial week of orientation

Benefits

Comp & perks

Work flexibility
Learning and career development
Technical credentials and certifications
Generous, flexible vacation policy
Educational assistance
Leadership and technical development academies
401(k) employer match
Comprehensive health benefits