Call Center Manager

Call Center Manager General Dynamics Information Technology - 3.7 Montgomery, AL Job Details $111,155 - $150,385 a year 14 hours ago Benefits Internal mobility program Paid time off 401(k) matching Qualifications Staff supervision Managing teams in a customer support role Frontline customer support management Call center management Full Job Description 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% Salary and Benefit Information The likely salary range for this position is $111,155 - $150,385. This is not, however, a guarantee of compensation or salary. Rather, salary will be set based on experience, geographic location and possibly contractual requirements and could fall outside of this range. View information about benefits and our total rewards program. About Our Work We are GDIT. A global technology and professional services company that delivers technology 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 over 50 countries worldwide, offering leading capabilities in digital modernization, AI/ML, cloud, cyber and application development. Together with our customers, we strive to create a safer, smarter world by harnessing the power of deep expertise and advanced technology. Join our Talent Community to stay up to date on our career opportunities and events at gdit.com/tc. Equal Opportunity Employer / Individuals with Disabilities / Protected Veterans