Zelis
Director, Payee Services
US FL St · Director
Sponsorship not specifiedDetected 30 days ago
AccessibilityCRMForecastingExcelVendor ManagementPerformance ManagementLeadershipCommunicationProblem SolvingMentoringMicrosoft Office
About the role
- This role is responsible for driving performance across a multi-channel environment, including voice, email, and chat, while delivering a high-quality, consistent customer experience.
- This role requires a strategic leader who can improve efficiency, elevate service delivery, and align operations with business objectives.
- This position follows a hybrid schedule, with an expectation to work onsite at the Zelis St.
Responsibilities
- Optimize staffing, workflows, and resource allocation across channels.
- Lead and develop managers and support teams.
- Oversee training to build capabilities across voice and digital channels.
- Manage BPO partner to ensure performance, quality, and cost efficiency.
- Maintain quality assurance programs across all channels.
- Drive improvements in first contact resolution, response times, and overall experience.
- Implement AI-driven solutions such as chatbots and intelligent routing.
- Partner with IT to align technology with business needs.
- Manage budget, forecasting, and cost optimization.
- Partner across teams to align service delivery with broader business objectives.
Nice to have
- Bachelor's degree or equivalent experience.
- 15+ years in contact center operations, including 5+ years in leadership.
- Demonstrated experience leading multi-channel operations (voice, email, chat), with exposure to BPO/vendor management.
- Deep understanding of contact center operations, including workforce management, performance metrics, and quality assurance.
- Strong analytical and problem-solving skills, with the ability to leverage data to inform decisions and improve performance.
- Excellent communication and interpersonal skills, with the ability to effectively engage stakeholders at all levels of the organization.
- Customer-centric mindset with a passion for delivering exceptional service experiences.
- Ability to operate effectively in a fast-paced, dynamic environment and adapt to evolving priorities.
Benefits
- Zelis is modernizing the healthcare financial experience across payers, providers, and healthcare consumers.
- We serve more than 750 payers, including the top five national health plans, regional health plans, TPAs and millions of healthcare providers and consumers across our platform of solutions.
- Zelis sees across the system to identify, optimize, and solve problems holistically with technology built by healthcare experts - driving real, measurable results for clients.
Company info
- At Zelis, we Get Stuff Done.
- A Little About Us
Equal opportunity
- Zelis is proud to be an equal opportunity employer.
- All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
- We welcome applicants from all backgrounds and encourage you to apply even if you don't meet 100% of the qualifications for the role.
- We believe in the value of diverse perspectives and experiences and are committed to building an inclusive workplace for all.
Visa & Work Authorization
- Please note at this time we are unable to proceed with candidates who require visa sponsorship now or in the future.
This listing is sourced directly from Zelis's careers page and normalized into a canonical job model.