Call Center Manager - Medicaid

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: Remote. Travel 20-50% to 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 December 2026 or later.