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About the Role
As a Customer Service Supervisor, you will play a crucial role representing GDIT to our NYSDOH customer, other state and local agencies, and the provider community. You will supervise one of five GDIT Call Center teams, addressing complex enrollment, billing questions, business process issues, and state escalation-related events, while collaborating with a team of 20+ staff members.
Responsibilities
- Trains, coaches, and mentors employees on how to deliver the best customer service possible.
- Supports staff development of call handling skills.
- Ensures staff performance, quality, productivity, and attendance standards are met.
- Reviews contract scope and requirements to assure service level requirements are met.
- Interviews prospective candidates and provides hiring recommendations for call center staff.
- Completes and delivers employee performance appraisals.
- Reports outstanding issues/problems to the Call Center Sr. Manager.
- Creates an inspiring team environment with an open communication culture.
- Identifies process gaps and implements strategies to improve efficiency, customer satisfaction, and team performance.
- Ensures adherence to regulatory requirements, company policies, and quality assurance standards.
- Leverages CRM and workforce management tools to optimize scheduling, productivity, and service delivery.
- Fosters a culture of accountability, engagement, and professional growth through structured coaching programs.
Requirements
- 5+ years of proven operational work experience as a team leader, supervisor, or manager.
- Ability to compile, analyze, and interpret metrics and data that support Service Levels, transaction volume workload data, and reporting.
- Strong communication (oral & written), interpersonal, and organization skills.
- Strong work ethic and flexibility; ability to learn quickly.
- Experience in business analysis and business process.
- Experience with workforce management systems and call center technologies.
- Knowledge of compliance frameworks (HIPAA, SOC 2, etc.).
- Experience managing remote or hybrid teams.
- Familiarity with Medicaid and healthcare operations.
Skills
- Call Support
- Communication
- Customer Service
- Teamwork
- Written Communication
- JIRA/Confluence
- Calabrio
- Webex
- OKTA
Location
- Albany, NY
Work Type
- Hybrid
- Full-time
Experience Level
- 5+ years of related experience
- 5+ years of experience leading large customer support and/or operations functions
Education Level
- BA/BS degree
Salary/Compensations
- $56,950 - $77,050
Benefits
- Comprehensive benefits and wellness packages
- 401K with company match
- Competitive pay and paid time off
- Full-flex work week
- Variety of medical plan options
- Dental plan options
- Vision plan
- 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.
- Variety of paid time off plans, including vacation, sick and personal time, holidays, paid parental, military, bereavement and jury duty leave.
- Short and long-term disability benefits
- Life insurance
- Accidental death and dismemberment insurance
- Personal accident insurance
- Critical illness insurance
- Business travel and accident insurance
About the Company
- GDIT is a global technology and professional services company that delivers technology solutions and mission services to every major agency across the U.S. government, defense, and intelligence community.
- Our 26,000 experts extract the power of technology to create immediate value and deliver solutions at the edge of innovation.
- We operate across 50+ countries worldwide, offering leading mission-ready capabilities in AI, cloud, cyber, and software development.
Equal Opportunity
- Equal Opportunity Employer / Individuals with Disabilities / Protected Veterans