Customer Service Supervisor

About the position

GDIT is hiring a Customer Service Supervisor to support New York State Department of Health Medicaid Management Information System activities. The supervisor represents GDIT to the NYSDOH customer, other state and local agencies, and the provider community. Supporting the Provider Services department, this role supervises one of five call center teams handling complex enrollment and billing questions, business process issues, and state escalations. The successful candidate collaborates with and supervises a team of more than 20 staff members. The office is in Corporate Woods in Albany, New York, and the position is hybrid. The supervisor trains, coaches, and mentors employees; supports development of call-handling skills; and ensures performance, quality, productivity, attendance, and timeliness standards are met. The role reviews contract scope and requirements, helps meet service-level requirements, participates in hiring, completes performance appraisals, reports issues to the Call Center Senior Manager, and identifies and implements process improvements. It also promotes open communication, accountability, engagement, and professional growth; ensures compliance with regulations, company policies, and quality standards; and uses CRM and workforce management tools to optimize scheduling, productivity, and service delivery.

Responsibilities

  • Train, coach, and mentor employees to deliver strong customer service.
  • Develop staff call-handling skills.
  • Ensure staff performance, quality, productivity, attendance, and timeliness standards are met, including completion of assigned projects and departmental goals.
  • Review contract scope and requirements.
  • Perform tasks to help meet service-level requirements.
  • Interview prospective call center staff and provide hiring recommendations.
  • Complete and deliver employee performance appraisals.
  • Report outstanding issues and problems to the Call Center Senior Manager.
  • Create an inspiring team environment with open communication.
  • 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.
  • Use CRM and workforce management tools to optimize scheduling, productivity, and service delivery.
  • Foster accountability, engagement, and professional growth through structured coaching programs.
  • Supervise and collaborate with a team of more than 20 staff members.

Requirements

  • Bachelor of Arts or Bachelor of Science degree.
  • At least 5 years of experience leading large customer support and/or operations functions.
  • At least 5 years of operational work experience as a team leader, supervisor, or manager.
  • Technical skills with JIRA/Confluence, Calabrio, Webex, and OKTA.
  • Ability to compile, analyze, and interpret metrics and data supporting service levels, transaction-volume workload data, and reporting.
  • Strong oral and written communication, interpersonal, and organizational skills.
  • Strong work ethic, flexibility, and ability to learn quickly.

Nice-to-haves

  • Experience in business analysis and business processes.
  • Experience with workforce management systems and call center technologies.
  • Knowledge of compliance frameworks such as HIPAA and SOC 2.
  • Experience managing remote or hybrid teams.
  • Familiarity with Medicaid and healthcare operations.

Benefits

  • Comprehensive benefits and wellness packages.
  • 401(k) with company match.
  • Competitive pay and paid time off.
  • Full-flex work weeks where possible.
  • Medical plan options, including options with Health Savings Accounts.
  • Dental plan options.
  • Vision plan.
  • Paid time off plans, including vacation, sick and personal time, holidays, paid parental, military, bereavement, and jury duty leave.
  • Short- and long-term disability benefits.
  • Life insurance and other insurance offerings, including accidental death and dismemberment, personal accident, critical illness, and business travel and accident insurance.
  • AI-powered career tool identifying career steps and learning opportunities.
  • Internal mobility team focused on helping employees achieve career goals.
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