Call Center Manager

Public Trust: Other

Requisition Type: Pipeline

Your Impact

Own your opportunity to work alongside federal civilian agencies. Make an impact by providing services that help the government ensure the well being and support of U.S. citizens.

Job Description

Make meaningful contributions that fuel critical outcomes for some of the most complex government, defense, and intelligence projects. Join GDIT as a Customer Service Sr Manager/ Call Center Manager for a career where your growth is just as important as the mission you support.

MEANINGFUL WORK AND PERSONAL IMPACT
As a Customer Service Sr Manager, the work you’ll do at GDIT will be impactful to the mission of our government customer. You will play a crucial role in managing the activities of a call center and providing a productive and motivating working environment.

• Manage and oversee day-to-day operations of a Medicaid related Call Center
• Serve as oversight/supervisor of dedicated Medicaid Call Center staff/team by overseeing hiring, training, staff recognition, and performance evaluation. Manages customer service professionals directly and/or through subordinate managers or supervisors and offers leadership, coaching, and training.
• Manage and oversee assigned Medicaid Call Center processes, procedures, tasks, and activities, ensuring adherence to Agency Quality Standards
• Addressing any issues/disputes from customers or clients.
• Acts as advisor to subordinates to meet schedules and/or resolve problems.
• Oversees the development and administration of schedules and performance requirements; may have budget responsibilities.
• Oversees the development and implementation of call center policies and procedures.
• Advises supervisors on how to handle escalated customer service issues as needed.
• Monitors call quality and customer satisfaction metrics to improve service levels and assess training needs.
• Maintains accurate records of customer interactions and details of actions taken.

WHAT YOU’LL NEED TO SUCCEED
Bring your Call Center Management and Medicaid Customer Service expertise along with a drive for innovation to GDIT. The Customer Service Sr Manager must have:

• Five (5) or more years of experience including at least four (4) years professional experience leading Call Center Operations teams, preferably in Medicaid or Medicare environment.
• Prior experience leading Service Desk, Provider Enrollment, Provider Assistance, Recipient Customer Service, or Electronic Media Claims Coordination preferred.
• Bachelor's degree in business, communications, or a related field (or equivalent experience)

Additional Information:

Work Arrangements: Work is on-site in the Montgomery, AL area.

Security: A background check will be required.

Timeline: This is a contingent job posting. Work is not expected to begin until early fall, 2027.

GDIT IS YOUR PLACE
At GDIT, the mission is our purpose, and our people are at the center of everything we do.
● Growth: AI-powered career tool that identifies career steps and learning opportunities
● Support: An internal mobility team focused on helping you achieve your career goals
● Rewards: Comprehensive benefits and wellness packages, 401K with company match, and competitive pay and paid time off
● Community: Award-winning culture of innovation and a military-friendly workplace

OWN YOUR OPPORTUNITY
Explore an enterprise IT career at GDIT and you’ll find endless opportunities to grow alongside colleagues who share your desire to drive operations forward.

Work Requirements

Years of Experience

5 + years of related experience

* may vary based on technical training, certification(s), or degree

Certification

Travel Required

25-50%