Customer Service Supervisor

General Dynamics Information Technology, Inc.; City of Albany (NY); On-site; USD 90,000 - 120,000; Full time

Job summary

General Dynamics Information Technology, Inc. is seeking a Customer Service Supervisor to oversee NYSDOH Medicaid Management Information System operations from our Albany, NY office.

Lead a team of 20+ staff, coaching on enrollment, billing, and process improvements to meet SLAs and regulatory requirements. The role emphasizes staff development, performance management, and collaboration with the Provider Services department.

Qualifications

• BA/BS degree required.
• 5+ years leading large customer support/operations.
• Experience with call center tech (JIRA/Confluence, Calabrio, Webex, OKTA).
• Ability to compile, analyze, interpret service level metrics.
• Strong written and oral communication.

Responsibilities

• Train, coach, and mentor staff to deliver high-quality customer service.
• Ensure staff performance, quality, productivity, attendance, and timely completion of projects.
• Review contract scope and ensure service levels are met.
• Interview candidates and provide hiring recommendations.
• Complete and deliver employee performance appraisals.
• Identify process gaps and implement efficiency improvements.
• Leverage CRM and workforce management tools to optimize scheduling and delivery.
• Foster accountability and professional growth through structured coaching.

Skills

Leadership

Communication

Interpersonal skills

Coaching

Education

BA/BS degree

Tools

JIRA/Confluence

Calabrio

Webex

OKTA

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,

the mission is our purpose, and our people are at the center of everything we do.

• 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

OWN YOUR OPPORTUNITY

Explore an enterprise IT career at GDIT and you’ll find endless opportunities to grow alongside colleagues who share your desire to drive operations forward.