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.
Subrogation Call Center Supervisor
Location
United States
Posted
13 days ago
Salary
$48.4K - $69.2K / year
No structured requirement data.
Job Description
Role Description
As a Subrogation Call Center Supervisor, you will lead the daily operations of a remote customer service team supporting subrogation-related activities. In this role, you will drive performance, quality, and service level objectives while fostering accountability, engagement, and continuous improvement.
- Supervise, coach, and develop remote call center agents and team leads
- Monitor and manage key performance indicators (adherence, productivity, quality, AHT, SLAs)
- Conduct performance evaluations, coaching sessions, and corrective action when necessary
- Oversee staffing coverage, scheduling, attendance, and real-time queue management
- Review calls for quality assurance and provide actionable feedback
- Handle escalated customer concerns and ensure timely resolution
- Ensure adherence to policies, procedures, and regulatory requirements
- Support onboarding, training, and continuous improvement initiatives
- Maintain accurate documentation related to performance and compliance
- Collaborate with leadership and cross-functional teams to support operational excellence
Qualifications
- High School Diploma/GED
- Minimum 1 year of supervisory or team lead experience in a call center environment (remote preferred)
- 2–3 years of call center experience in a high-volume, metrics-driven environment
- Strong knowledge of call center performance metrics (adherence, quality, productivity, SLAs) and performance management practices
- Demonstrated experience coaching employees to achieve performance goals and improve results
- Ability to manage escalated customer issues while ensuring compliance with policies and regulatory requirements
Requirements
- Fully remote work environment requiring a secure and distraction-free home office
- Leadership responsibility for a performance-driven, high-volume team
- Ongoing coaching, performance management, and reporting responsibilities
- Participation in leadership meetings and operational planning activities
- Flexible scheduling, including potential evenings or extended hours based on business needs
- A fast-paced, metrics-focused environment requiring strong organization and accountability
- Video cameras must be used during all interviews, as well as during the initial week of orientation
- To work effectively as a teleworker or hybrid positions with Gainwell, employees must have a broadband internet connection with a minimum speed of 24 Mbps download and 8 Mbps upload
Benefits
- Generous, flexible vacation policy
- 401(k) employer match
- Comprehensive health benefits
- Educational assistance
- Leadership and technical development academies to help build your skills and capabilities
Job Requirements
- High School Diploma/GED
- Minimum 1 year of supervisory or team lead experience in a call center environment (remote preferred)
- 2–3 years of call center experience in a high-volume, metrics-driven environment
- Strong knowledge of call center performance metrics (adherence, quality, productivity, SLAs) and performance management practices
- Demonstrated experience coaching employees to achieve performance goals and improve results
- Ability to manage escalated customer issues while ensuring compliance with policies and regulatory requirements
- Fully remote work environment requiring a secure and distraction-free home office
- Leadership responsibility for a performance-driven, high-volume team
- Ongoing coaching, performance management, and reporting responsibilities
- Participation in leadership meetings and operational planning activities
- Flexible scheduling, including potential evenings or extended hours based on business needs
- A fast-paced, metrics-focused environment requiring strong organization and accountability
- Video cameras must be used during all interviews, as well as during the initial week of orientation
- To work effectively as a teleworker or hybrid positions with Gainwell, employees must have a broadband internet connection with a minimum speed of 24 Mbps download and 8 Mbps upload
Benefits
- Generous, flexible vacation policy
- 401(k) employer match
- Comprehensive health benefits
- Educational assistance
- Leadership and technical development academies to help build your skills and capabilities
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