Call Center Manager - Medicaid

General Dynamics Information Technology

20h•$111,155 - $150,385•Remote

About The Position

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.

Requirements

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.
Bachelor's degree in business, communications, or a related field (or equivalent experience)

Nice To Haves

Prior experience leading Service Desk, Provider Enrollment, Provider Assistance, Recipient Customer Service, or Electronic Media Claims Coordination preferred.

Responsibilities

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.