Call Center Team Lead Position Hybrid Williston, VT

Summary

As a Call Center Lead at Gainwell, you can contribute your skills as we harness the power of technology to help our clients improve the health and well-being of the members t.hey serve — a community’s most vulnerable. Connect your passion with purpose, teaming with people who thrive on finding innovative solutions. Here are the details on this position.

Your role in our mission

1. Minimum of 2–3 years of experience in a call center or customer support environment, with at least 1 year in a lead, senior rep, or supervisory role.
2. Demonstrated experience meeting performance metrics, such as AHT, QA scores, attendance, productivity, or service-level targets.
3. Strong working knowledge of call center systems and tools, including CRM platforms, call monitoring systems, and ticketing or case management tools.
4. Ability to support and coach staff through performance challenges, including corrective action, skill-building, and process reinforcement.
5. High school diploma or equivalent required (associate or bachelor’s degree preferred, particularly in business, healthcare, or a related field).

What we're looking for

1. Leadership & Coaching – Ability to motivate, guide, and develop team members through regular feedback, coaching sessions, and performance monitoring.
2. Communication Skills – Clear, professional written and verbal communication with staff, leadership, and internal partners.
3. Problem-Solving & Decision-Making – Ability to quickly assess issues, resolve escalated calls, and support reps with complex customer concerns.
4. Time Management & Organization – Effectively balances coaching, administrative tasks, queue coverage, and metric tracking.
5. Accountability & Reliability – Models professionalism, strong attendance, policy adherence, and ownership of team results.

What you should expect in this role

8:00-4:30 Monday through Friday

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