[Hiring] Call Center Manager @General Dynamics Information Technology

Role 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.

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.
• Manage 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.
• Address any issues/disputes from customers or clients.
• Act as advisor to subordinates to meet schedules and/or resolve problems.
• Oversee the development and administration of schedules and performance requirements; may have budget responsibilities.
• Oversee the development and implementation of call center policies and procedures.
• Advise supervisors on how to handle escalated customer service issues as needed.
• Monitor call quality and customer satisfaction metrics to improve service levels and assess training needs.
• Maintain accurate records of customer interactions and details of actions taken.

Qualifications

• 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).

Requirements

• Work Arrangements: Remote. Travel 20-50% to 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 December 2026 or later.

Benefits

• Comprehensive benefits and wellness packages.
• 401K with company match.
• Competitive pay and paid time off.
• Award-winning culture of innovation and a military-friendly workplace.
• Full flex work weeks where possible.
• Variety of paid time off plans, including vacation, sick and personal time, holidays, paid parental, military, bereavement and jury duty leave.
• GDIT Paid Family Leave program provides a total of up to 160 hours of paid leave in a rolling 12 month period for eligible employees.
• Short and long-term disability benefits, life, accidental death and dismemberment, personal accident, critical illness and business travel and accident insurance.