Overview

Zelis is searching for a professional, energetic, and reliable Call Center Supervisor who is responsible for day-to-day operations of the Provider and Member Services call center team. The ideal candidate will be able to develop, coach, manage, and motivate a team of call center Team Leads and Representatives.

Essential Duties and Responsibilities

• Supervise daily operations to guarantee success in meeting all operational effectiveness and efficiency measurements

• Manage and coach a team of call center employees, including team leads.

• Monitor and track inbound calls utilizing CXOne.

• Motivate and encourage employees through positive communication and feedback.

• Review the past week’s events, including statistics, results, and industry news.

• Communicate company and departmental information as needed.

• Facilitate huddles, team meetings and training sessions as needed.

• Daily review and communication of results with individual employees to engage and provide guidance to achieve performance that is aligned with SLAs and agent performance metrics.

• Directly accountable for accuracy of employee Workday time keeping records, payroll, and PTO approvals.

• Create and maintain files on each employee as they relate to attendance, production, and performance reviews.

• Conduct monthly 1:1s to ensure employees have a thorough understanding of performance and areas of opportunity

• Solicit feedback in open forums/huddles with employees and provide feedback to the Call Center Manager.

• Escalate issues/risks that impact quality or performance relative to client expectations/SLA's in an expedient manner.

• Prepare for approval by the Call Center Manager, corrective actions and performance improvement plans in accordance with the Human Resource policies and procedures. Administer approved documents to employee.

• Promote performance excellence by demonstrating integrity, dedication, and accountability.

• Develop training documents that support call center operations.

• Communicate with WFM and designated trainer to schedule training programs for new hires as well as existing call center agents.

• Lead, train, coach, and mentor agents to create a culture of excellence and one call resolution.

• Ensures that employees have adequate training to solve problems over the phone or in written correspondence.

• Investigates escalated customer complaints and provides resolution; communicates with customers via phone, text, online, or email.

• Understands performance objectives and utilizes data to create a detailed plan to positively impact day-by-day team performance.

• Actively participates in recruiting, candidate selection, and employee retention processes.

Knowledge, Skills and Abilities

• Excellent interpersonal communication skills, both verbal and written.

• Strong knowledge of Call Center and Workforce Management terminology and standard KPIs including but not limited to: Adherence, Scheduling, Forecasting, Call Quality, AHT, Abandonment Rate, and ASA.

• Active listening skills and attention to detail.

• Ability to navigate various computer systems.

• Strong people leadership skills with a focus on mentoring and coaching.

• Ability to create a safe environment for all employees.

• Adaptability and accountability.

• Demonstrated problem-solving and decision-making skills.

• Exceptional customer service skills and professional phone voice.

• Ability to multitask, set priorities and manage time effectively.

• Proficiency with computers, especially CRM software like Salesforce.

• Motivated, energetic, and driven work ethic.

• Proficient in all Microsoft Office programs including, but not limited to MS Word, MS Excel, MS Outlook, and Power Point.

• Exceptional relationship-building skills.

• Ability to train and present material.

• Customer/Client focus.

• Flexibility to support a 12- hour call center based on business needs.

Work Experience/Education

• Minimum of 2 to 4 years’ experience in a Lead, Supervisor or Management role in a Call Center environment.

• Previous financial services or healthcare services (insurance) experience is preferred.

• High school diploma or equivalent required.

• Bachelor’s degree in a business related major or equivalent work experience preferred.

Location and Workplace Flexibility

We have offices in Atlanta GA, Boston MA, Morristown NJ, Plano TX, St. Louis MO, St. Petersburg FL, and Hyderabad, India. We foster a hybrid and remote friendly culture and all of our employee's work locations are based on the needs of the position and determined by the Leadership team. In-office work and activities, if applicable, vary based on the work and team objectives in accordance with Company policies.

Zelis is modernizing the healthcare financial experience by providing a connected platform that bridges the gaps and aligns interests across payers, providers, and healthcare consumers. This platform serves more than 750 payers, including the top 5 national health plans, BCBS insurers, regional health plans, TPAs and self-insured employers, and millions of healthcare providers and consumers. Zelis sees across the system to identify, optimize, and solve problems holistically with technology built by healthcare experts – driving real, measurable results for clients.

Commitment to Diversity, Equity, Inclusion, and Belonging
At Zelis, we champion diversity, equity, inclusion, and belonging in all aspects of our operations. We embrace the power of diversity and create an environment where people can bring their authentic and best selves to work. We know that a sense of belonging is key not only to your success at Zelis, but also to your ability to bring your best each day.

Equal Employment 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 encourage members of traditionally underrepresented communities to apply, even if you do not believe you 100% fit the qualifications of the position, including women, LGBTQIA people, people of color, and people with disabilities.

Accessibility Support

We are dedicated to ensuring our application process is accessible to all candidates. If you are a qualified individual with a disability or a disabled veteran and require a reasonable accommodation with any part of the application and/or interview process, please email TalentAcquisition@zelis.com.

SCAM ALERT: There is an active nationwide employment scam which is now using Zelis to garner personal information or financial scams. This site is secure, and any applications made here are with our legitimate partner. If you’re contacted by a Zelis Recruiter, please ensure whomever is contacting you truly represents Zelis Healthcare. We will never asked for the exchange of any money or credit card details during the recruitment process. Please be aware of any suspicious email activity from people who could be pretending to be recruiters or senior professionals at Zelis.