Customer Service Supervisor

General Dynamics Information Technology • Albany, NY

7d • $56,950 - $77,050 • Hybrid

About The Position

GDIT is hiring a Customer Service Supervisor to support New York State Department of Health (NYSDOH) Medicaid Management Information System activities. The position represents GDIT to NYSDOH, other state and local agencies, and the provider community. Based in Corporate Woods in Albany, New York, the supervisor oversees one of five Provider Services call center teams and collaborates with more than 20 staff members handling complex enrollment and billing questions, business process issues, and state escalations.

The supervisor trains, coaches, and mentors employees; supports development of call-handling skills; monitors performance, quality, productivity, attendance, and timeliness; reviews contract requirements and helps ensure service levels are met; participates in hiring; and completes employee appraisals. The role reports outstanding issues to the Call Center Senior Manager, identifies process gaps and improvement strategies, ensures compliance with regulatory and company standards, and uses CRM and workforce management tools to support scheduling and service delivery. The position is hybrid, with 40 scheduled hours per week and no travel required.

GDIT describes its work as supporting government, defense, and intelligence missions. The company highlights career growth resources, internal mobility support, benefits and wellness packages, a 401(k) with company match, competitive pay and paid time off, flexible work weeks where possible, and an innovation-focused, military-friendly culture.

Requirements

• BA/BS degree.
• At least 5 years of experience leading large customer support and/or operations functions.
• At least 5 years of proven operational work experience as a team leader, supervisor, or manager.
• Ability to compile, analyze, and interpret metrics and data supporting service levels, transaction-volume workload data, and reporting.
• Strong oral and written communication, interpersonal, and organizational skills.
• Strong work ethic and flexibility, with the ability to learn quickly.
• Technical skills with JIRA/Confluence, Calabrio, Webex, and OKTARole.

Nice To Haves

• Experience in business analysis and business processes.
• Experience with workforce management systems and call center technologies.
• Knowledge of compliance frameworks such as HIPAA and SOC 2.
• Experience managing remote or hybrid teams.
• Familiarity with Medicaid and healthcare operations.

Responsibilities

• Supervise one of five Provider Services call center teams handling complex enrollment and billing questions, business process issues, and state escalation-related events.
• Collaborate with a team of more than 20 staff members.
• Train, coach, and mentor employees to deliver strong customer service.
• Support the development of staff call-handling skills.
• Ensure staff meet performance, quality, productivity, attendance, and timeliness standards, and complete assigned projects and departmental goals.
• Review contract scope and requirements and perform tasks to help ensure service-level requirements are met.
• Interview prospective candidates and provide hiring recommendations for call center staff.
• Complete and deliver employee performance appraisals.
• Report outstanding issues and problems to the Call Center Senior Manager.
• Create an inspiring team environment with open communication.
• Identify process gaps and implement strategies to improve efficiency, customer satisfaction, and team performance.
• Ensure adherence to regulatory requirements, company policies, and quality assurance standards.
• Use CRM and workforce management tools to optimize scheduling, productivity, and service delivery.
• Foster accountability, engagement, and professional growth through structured coaching programs.

Benefits

• Comprehensive benefits and wellness packages.
• 401(k) plan with company match.
• Competitive pay.
• Paid time off, including vacation, sick and personal time, holidays, and paid parental, military, bereavement, and jury duty leave.
• Medical plan options, some with Health Savings Accounts.
• Dental and vision plan options.
• Short- and long-term disability benefits.
• Life, accidental death and dismemberment, personal accident, critical illness, and business travel and accident insurance offered or available.
• Flexible work weeks where possible.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager