Type of Requisition:
Pipeline

Clearance Level Must Currently Possess:
None

Clearance Level Must Be Able to Obtain:
None

Public Trust/Other Required:
Other

Job Family:
Contact Center

Job Qualifications:

Skills:
Call Center, Call Center Management, Call Center Operations
Certifications:
None
Experience:
5 + years of related experience
US Citizenship Required:
No

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.

Scheduled Weekly Hours:
40

Travel Required:
25-50%

Telecommuting Options:
Onsite

Work Location:
USA AL Montgomery

Additional Work Locations:

Total Rewards at GDIT:
Our benefits package for all US-based employees includes a variety of medical plan options, some with Health Savings Accounts, dental plan options, a vision plan, and a 401(k) plan offering the ability to contribute both pre and post-tax dollars up to the IRS annual limits and receive a company match. To encourage work/life balance, GDIT offers employees full flex work weeks where possible and a variety of paid time off plans, including vacation, sick and personal time, holidays, paid parental, military, bereavement and jury duty leave. To ensure our employees are able to protect their income, other offerings such as short and long-term disability benefits, life, accidental death and dismemberment, personal accident, critical illness and business travel and accident insurance are provided or available. We regularly review our Total Rewards package to ensure our offerings are competitive and reflect what our employees have told us they value most.

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