# Customer Service Supervisor

**Company**: GDIT
**Location**: Albany, NY
**Work arrangement**: hybrid
**Experience**: senior
**Job type**: full-time
**Salary**: $56,950 - $77,050
**Category**: Customer Service
**Industry**: Consulting

**Apply**: https://gdit.wd5.myworkdayjobs.com/en-US/External_Career_Site/job/USA-NY-Albany/Customer-Service-Supervisor_RQ230949-1?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_b41cdefa-afc

## Description

Join GDIT as a Customer Service Supervisor for a career where your growth is just as important as the mission you support.

As a Customer Service Supervisor, you will play a crucial role representing GDIT to our NYSDOH customer, other state and local agencies, and provider community.

**Key Responsibilities:**

- Train, coach, and mentor employees on delivering excellent customer service

- Support staff development of call handling skills

- Ensure staff performance, quality, productivity, and attendance standards are met

- Review contract scope and requirements, perform tasks to assure 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/problems to the Call Center Sr. Manager

- Create an inspiring team environment with an open communication culture

- Identify process gaps and implement strategies to improve efficiency, customer satisfaction, and team performance

**Requirements:**

- 5+ years of experience leading large customer support and/or operations functions

- BA/BS degree

- Technical Skills: JIRA/Confluence, Calabrio, Webex, OKTA

- Strong communication (oral & written), interpersonal, and organization skills

- Strong work ethic and flexibility; ability to learn quickly

**Preferred Qualifications:**

- 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

**Benefits:**

- Comprehensive benefits and wellness packages

- 401K with company match

- Competitive pay and paid time off

- Full-flex work week to own your priorities at work and at home

- Award-winning culture of innovation and a military-friendly workplace

## Skills

### Required
- Call Support
- Communication
- Customer Service
- Teamwork
- Written Communication
- JIRA/Confluence
- Calabrio
- Webex
- OKTA

### Nice to have
- business analysis
- business process
- workforce management systems
- call center technologies
- compliance frameworks
- Medicaid
- healthcare operations

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Source: [Apply at gdit.wd5.myworkdayjobs.com](https://gdit.wd5.myworkdayjobs.com/en-US/External_Career_Site/job/USA-NY-Albany/Customer-Service-Supervisor_RQ230949-1?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)