Call Center Manager – Medicaid

General Dynamics Information Technology

. Make meaningful contributions that fuel critical outcomes for some of the most complex government, defense, and intelligence projects .

Posted 4/29/2026full-timeRemote • Alabama • 🇺🇸 United StatesMid-LevelSenior💰 $111,155 - $150,385 per yearWebsite

About the role

Key responsibilities & impact

Make meaningful contributions that fuel critical outcomes for some of the most complex government, defense, and intelligence projects
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
Address any issues/disputes from customers or clients
Act as advisor to subordinates to meet schedules and/or resolve problems
Oversee the development and administration of schedules and performance requirements; may have budget responsibilities
Oversee the development and implementation of call center policies and procedures
Advise supervisors on how to handle escalated customer service issues as needed
Monitor call quality and customer satisfaction metrics to improve service levels and assess training needs
Maintain accurate records of customer interactions and details of actions taken

Requirements

What you’ll need

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)

Benefits

Comp & perks

Comprehensive benefits and wellness packages
401K with company match
Competitive pay and paid time off
Full flex work weeks where possible
Variety of paid time off plans including vacation, sick and personal time, holidays, paid parental, military, bereavement and jury duty leave
15 days of paid leave per calendar year for vacations, personal business, and illness
An additional 10 paid holidays per year
Total of up to 160 hours of paid leave in a rolling 12 month period for eligible employees
Short and long-term disability benefits
Life, accidental death and dismemberment, personal accident, critical illness and business travel and accident insurance

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Call Center OperationsCustomer Service ManagementPerformance EvaluationStaff TrainingQuality StandardsSchedule DevelopmentPolicy ImplementationBudget ManagementCustomer Interaction Record Keeping

Soft Skills

LeadershipCoachingProblem SolvingConflict ResolutionCommunicationTeam ManagementAdvisory SkillsOrganizational Skills