Job Description

General Dynamics is seeking a Contact Center Supervisor in Raleigh, NC to support our contract with the North Carolina Medicaid Management Information System. Contact Center Supervisors at GDIT are given the opportunity to hone their leadership skills and develop their problem-solving abilities in an exciting high-energy environment. Successful candidates possess the ability to maintain focus on client and operational goals while ensuring customer satisfaction. Among other duties as needed, Customer Support Supervisors also provide administrative support to assist with the management of our day-to-day operations and are expected to attend management meetings, prepare and give presentations to CSRA leadership, and assist human resources by interviewing prospective candidates. If you enjoy motivating others by facilitating teamwork and providing performance-based feedback, you will find this role to be both rewarding and challenging.

Responsibilities:
* Assists less experienced service center representatives resolve complex customer questions.
* Researches complex customer inquiries and responds to appropriate parties in a timely manner.
* Informs staff of service level issues and escalates issues to supervisor/manager in a timely manner to minimize corporate risk and enhance customer service experience.
* Assists with establishing and obtaining goals for acceptable performance in accordance with client service agreements.
* Provide occasional phone coverage when required.
* Motivate staff through positive feedback to meet service level goals
* Interfaces with team members, management, and customers in reference to customer service issues.
* Reviews client reports on a weekly basis to ensure data integrity; prepares and submits report to management.
* Supervises daily transactions to ensure policy and procedures are in accordance with service level agreement.
* Assists supervisor/manager with the day-to-day operations of the customer service area, including training and/or mentoring less experienced staff.
* Recommends and/or initiates the selection and hiring of employees.
* Trains and evaluates employees to enhance their performance, development, and work product. Addresses performance issues and makes recommendations for personnel actions. Makes recommendations for salary increases, transfers and terminations to manager.

Basic Qualifications
* HS diploma or equivalent combination of education and experience in a related field; AND
* Five or more years of customer service experience
* Experience working with organizational functions and personnel
* Experience working with help desk software

P referred Qualifications
* Experience working in a call center environment
* Experience with Medicaid/Healthcare

Scheduled Weekly Hours:
40

Travel Required:
None

T elecommuting Options:
Telecommuting 100%

Work Location:
USA NC Raleigh

Additional Work Locations:

We are GDIT. The people supporting some of the most complex government, defense, and intelligence projects across the country. We deliver. Bringing the expertise needed to understand and advance critical missions. We transform. Shifting the ways clients invest in, integrate, and innovate technology solutions. We ensure today is safe and tomorrow is smarter. We are there. On the ground, beside our clients, in the lab, and everywhere in between. Offering the technology transformations, strategy, and mission services needed to get the job done.nnGDIT is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class.

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