Customer Service Supervisor

General Dynamics Information Technology (GDIT); City of Albany (NY); On-site; USD 57,000 - 77,000; Full time

Benefits offered by this job

Growth opportunities

Internal mobility

Comprehensive benefits

Flexible work week

Supportive, military-friendly culture

Job summary

General Dynamics Information Technology (GDIT) seeks a Customer Service Supervisor (TS) to manage a 20+ person call center for NYSDOH Medicaid Management Information System activities in Albany, NY. You will supervise a team handling enrollment and billing questions, ensuring high standards and timely delivery.

The role requires a BA/BS and 5+ years of leadership in large customer support. Strong communication and experience with call center tools are essential.

Qualifications

• BA/BS degree required and 5+ years leading large customer support or operations.
• Experience supervising a 20+ staff team in a call center setting.
• Strong written and verbal communication with cross‑functional collaboration.
• Familiarity with regulatory requirements and HIPAA/SOC 2 is a plus.

Responsibilities

• Trains, coaches, and mentors staff to deliver high‑quality customer service.
• Coach staff on call handling skills and performance metrics.
• Ensure service levels, productivity, and attendance targets are met.
• Review contract scope and ensure compliant delivery of services.
• Interview candidates and provide hiring recommendations for call center staff.
• Complete and deliver employee performance appraisals.
• Report issues to Call Center Sr. Manager and suggest improvements.
• Foster an open, collaborative team environment with clear communication.
• Identify process gaps and implement efficiency improvements.
• Ensure adherence to company policies, regulatory standards, and QA.

Skills

Call Center leadership

Communication

Customer Service

Teamwork

Written Communication

Education

BA/BS degree

Tools

JIRA/Confluence

Calabrio

Webex

OKTA

Job description

Req ID: RQ230949

Type of Requisition: Regular

Clearance Level Must Be Able to Obtain: None

Public Trust/Other Required: None

Job Family: Contact Center

Skills: Call Support,Communication,Customer Service,Teamwork,Written Communication

Experience: 5 + years of related experience

Job Description:

CUSTOMER SERVICE SUPERVISOR (TS)

Make meaningful contributions that fuel critical outcomes for some of the most complex government, defense, and intelligence projects. Join GDIT as a Customer Service Supervisor for a career where your growth is just as important as the mission you support.

MEANINGFUL WORK AND PERSONAL IMPACT

As a Customer Service Supervisor, the work you’ll do at GDIT will be impactful to the mission of New York State Department of Health (NYSDOH) Medicaid Management Information System activities. You will play a crucial role as you represent GDIT to our NYSDOH customer, other state and local agencies and provider community.

As a Customer Service Supervisor supporting the Provider Services department, you will be trusted to supervise one of the five GDIT Call Center teams regarding complex enrollment, billing questions, business process issues and State escalation-related events. The successful candidate will supervise and collaborate with a team of 20+ staff members. Our office is in Corporate Woods in Albany, NY.

In this role, job duties include:

• Trains, coaches, and mentors employees on how to deliver the best customer service possible.
• Supports staff development of call handling skills.
• Ensure staff performance, quality, productivity and attendance standards are met, and timeliness of work in the completion of assigned projects and departmental goals.
• Review of 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.
• Ensure adherence to regulatory requirements, company policies, and quality assurance standards.
• Leverage CRM and workforce management tools to optimize scheduling, productivity, and service delivery.
• Foster a culture of accountability, engagement, and professional growth through structured coaching programs.

WHAT YOU’LL NEED TO SUCCEED

Bring your Call Center leadership expertise along with a drive for innovation to GDIT. The Customer Service Supervisor must have:

Education: BA/BS degree

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

Technical Skills: JIRA/Confluence, Calabrio, Webex, OKTARole Requirements:5+ years of proven operational work experience as a team leader, supervisor or manager

Ability to compile, analyze and interpret metrics and data that support Service Levels, transaction volume workload data and reporting

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.

GDIT IS YOUR PLACE At GDIT,

• Growth: AI-powered career tool that identifies career steps and learning opportunities
• Support: An internal mobility team focused on helping you achieve your career goals
• Rewards: Comprehensive benefits and wellness packages, 401K with company match, and competitive pay and paid time off
• Flexibility: Full-flex work week to own your priorities at work and at home
• Community: Award-winning culture of innovation and a military-friendly workplace

Total Rewards at GDIT:

The likely salary range for this position is $56,950 - $77,050. This is not, however, a guarantee of compensation or salary. Rather, salary will be set based on experience, geographic location and possibly contractual requirements and could fall outside of this range.

Our benefits package for all US-based employees includes a variety of medical plan options, some with Health Savings Accounts, dental plan options, a vision plan, and a 401(k) plan offering the ability to contribute both pre and post-tax dollars up to the IRS annual limits and receive a company match. To encourage work/life balance, GDIT offers employees full flex work weeks where possible and a variety of paid time off plans, including vacation, sick and personal time, holidays, paid parental, military, bereavement and jury duty leave. To ensure our employees are able to protect their income, other offerings such as short and long-term disability benefits, life, accidental death and dismemberment, personal accident, critical illness and business travel and accident insurance are provided or available. We regularly review our Total Rewards package to ensure our offerings are competitive and reflect what our employees have told us they value most.

Our Identity Verification Process:

As part of the hiring process, we will ask you to complete an identity verification process that leverages advanced biometrics and artificial intelligence to ensure authenticity and protect against identity fraud. You are expected to be on camera during virtual interviews. We reserve the right to take your picture to verify your identity and prevent fraud. By proceeding, you authorize the collection, processing, and use of your biometric data for identity verification and security purposes.

About Our Work:

We are GDIT. A global technology and professional services company that delivers technology solutions and mission services to every major agency across the U.S. government, defense and intelligence community. Our 26,000 experts extract the power of technology to create immediate value and deliver solutions at the edge of innovation. We operate across 50+ countries worldwide, offering leading mission-ready capabilities in AI, cloud, cyber and software development.

Join our Talent Community to stay up to date on our career opportunities and events at https://gdit.com/tc.

Equal Opportunity Employer / Individuals with Disabilities / Protected Veterans