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