Director, Provider Client Services

Zelis is seeking a dynamic and experienced Call Center Director to lead our Payments Optimization call center operations.

The ideal candidate will be a strategic thinker with a passion for driving excellence in customer experience. The Call Center Director will oversee all aspects of call center operations, including staffing, training, quality assurance, and performance management.

They will be responsible for developing and implementing strategies to enhance customer satisfaction, improve efficiency, and achieve business objectives.

The successful Director is continually engaged in leading and inspiring their team in developing and documenting best practices in the performance of all duties and responsibilities.

Responsibilities :

Strategic Planning : Develop and implement strategic plans to optimize call center operations and achieve organizational goals.

This includes setting performance objectives, forecasting call volume, and identifying areas for improvement. Drive initiatives to enhance customer satisfaction, retention, and loyalty through superior service delivery.

Team Management and Training : Provide leadership, guidance, and mentorship to call center managers. Foster a positive and inclusive work culture that promotes teamwork, accountability, and professional development.

Oversee training programs to enhance employee skills and knowledge.

Performance Management : Oversee day-to-day call center activities, ensuring adherence to quality standards, service level agreements (SLAs), and regulatory requirements.

Monitor call volume, staffing levels, and resource allocation to optimize operational efficiency and meet service targets.

Implement process improvements and technology solutions to streamline workflows and enhance productivity.

Quality Assurance : Implement quality assurance processes to ensure consistent and high-quality service delivery. Monitor calls, review customer interactions, and provide feedback to agents to maintain service excellence.

Technology Management : Oversee the implementation and maintenance of call center technology solutions, including telephony systems, CRM software, and workforce management tools.

Identify opportunities to leverage technology to improve efficiency and customer experience.

Customer Experience Enhancement : Develop strategies to enhance the customer experience and build customer loyalty. Implement initiatives to improve first call resolution, reduce wait times, and enhance overall satisfaction.

Budget Management : Manage the call center budget, including forecasting expenses, monitoring costs, and optimizing resource allocation to achieve cost efficiency.

Cross-Functional Collaboration : Collaborate with other departments, such as product, sales, and IT, to ensure alignment of call center objectives with overall business strategy.

Identify opportunities for process improvement and efficiency gains through cross-functional collaboration.

Experience, Qualifications, Knowledge and Skills :

Bachelor's degree in business administration, management, or a related field.

Proven experience in call center management, with a minimum of 5 years in a leadership role.

Strong leadership and people management skills, with the ability to mentor, develop, motivate, and inspire team members.

Excellent communication and interpersonal skills, with the ability to interact effectively with employees at all levels of the organization.

Demonstrated ability to develop and implement strategic plans and achieve measurable results.

In-depth knowledge of call center operations, including workforce management, performance metrics, and quality assurance processes.

Strong analytical and problem-solving skills, with the ability to make data-driven decisions.

Ability to thrive in a fast-paced, dynamic environment and adapt to changing priorities.

Customer-focused mindset with a passion for delivering exceptional service experiences.

Working Knowledge of Health Care Insurance or medical concepts a plus.

Computer Skills : Microsoft Outlook and Word with advanced Excel skills.

Physical Demands :

Sedentary work - Exerting up to 10 pounds of force occasionally, and / or a negligible amount of force frequently to lift, carry, push, pull or otherwise move objects in daily work use (laptop, monitors, et.

al). Sedentary work involves sitting most of the time. Use of keyboards (typing) and exposure to computer screens occurs daily.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to stand; walk; sit; use hands; reach with hands and arms;

think; and talk or hear (multi-channel, two way communication during work hours is required).