Call Center Team Lead

Clearance Level
Customer Service
Raleigh, North Carolina

REQ#: RQ67418

Travel Required: None
Requisition Type: Regular

GDIT is seeking a Call Center Team Lead in Raleigh, NC to support our contract with the North Carolina Medicaid Management Information System. 

Roles and Responsibilities: -

  • Answers incoming phone calls on behalf of client; provides accurate and appropriate information to callers. -
  • Places outbound customer service or customer satisfaction calls, as required by client.
  • Completes call guides; gathers and verifies required information.
  • Attends telephone skills and program information training sessions; adheres to established levels of service.
  • Adheres to established customer service and documentation standards within required time frames.
  • Adheres to contact center scheduling, ensures telephone coverage during contact center hours of operation. -
  • Performs clerical or administrative duties as assigned.
  • Acts as liaison for customers
  • Maintains knowledge of company products and customer service processes.
  • Provide coaching to call center agents
  • Takes and processes transactions by telephone, internet, and correspondence from customers and representatives.
  • Enters and maintains database records of customer profiles and prepares and maintains status reports.
  • Acts as liaison for customers. Maintains knowledge of company products and customer service processes.
  • Other tasks and assignments
  • May require shift work

Basic Qualifications:

  • High School diploma or equivalent + 3 years related experience
  • Experience working with fax machines, computer software, and telephone technology

Preferred Qualifications:

  • Basic communication skills
  • Ability to follow oral and written directions
  • Ability to meet professional standards towards project and co-workers
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.

GDIT 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.