Supervisor, Payee Services - 1130 am - 8 pm ET

About the role

The Supervisor, Payee Services will oversee the day-to-day activities of the call center, leading, mentoring, and motivating a team of customer service representatives to achieve performance goals and maintain high levels of customer satisfaction.

Responsibilities

• Oversee the day-to-day activities of the call center, ensuring efficient and effective handling of customer inquiries and issues.
• Lead, mentor, and motivate a team of customer service representatives to achieve performance goals and maintain high levels of customer satisfaction.
• Monitor and evaluate staff performance, providing regular feedback, coaching, and training to improve skills and performance.
• Ensure all customer interactions meet company standards for quality, compliance, and professionalism.
• Conduct regular call monitoring and quality assessments.
• Manage staff schedules to ensure adequate coverage during peak hours and maintain optimal staffing levels.
• Prepare and analyze performance reports, identifying trends and areas for improvement.
• Provide recommendations to the Client Service Manager.
• Handle escalated customer issues and complaints, resolving them in a timely and satisfactory manner.
• Identify and implement opportunities to enhance call center processes and procedures.
• Ensure all call center activities comply with company policies, industry regulations, and legal requirements.
• Supervise, coach, and develop staff to ensure quality client service and meet departmental expectations.
• Conduct weekly team meetings and individual check-ins as needed.
• Participate in interviews, make hiring recommendations, and evaluate performance.
• Partner with recruiting and other supervisors to ensure the department is staffed with top talent.
• Review and handle timecard approvals, time off requests, and maintain knowledge of process changes.
• Plan and organize weekly reporting, monthly 1:1s, and annual reviews.
• Act as a visible, approachable subject matter expert, interacting regularly with team members.
• Participate and present during monthly team meetings.
• Respond to and resolve escalated issues and assigned projects.

Requirements

• Bachelor's degree or equivalent experience preferred.
• 5 years of experience in client service or customer support roles.
• 2+ years of experience leading or managing a team of 15+ team members.
• Previous experience meeting or exceeding contractual agreements and/or given department metrics.
• Customer-focused with a commitment to delivering exceptional service.
• Strong leadership and time management skills.
• Strong communication and interpersonal abilities.
• Proficiency in client service software and CRM systems.
• Strong problem-solving and conflict resolution skills.
• High level of organizational and multitasking abilities.
• Able to analyze data and generate actionable insights.
• Adaptable and able to thrive in a fast-paced environment.

Qualifications

• Ability to work in a remote setting.
• Experience working in a call center environment.
• Experience with Microsoft Office Suite.
• Experience with CRM systems.
• Experience with time management and scheduling.

Skills

• Excellent communication and interpersonal skills.
• Strong problem-solving and conflict resolution skills.
• Ability to manage multiple tasks and prioritize effectively.
• Proficiency in client service software and CRM systems.
• Ability to analyze data and generate actionable insights.

Benefits

At Zelis, we offer a competitive benefits package including medical, dental, vision, life insurance, disability, and 401(k) retirement plan. We also provide paid time off, flexible work arrangements, and opportunities for professional development.

Pay

Compensation for this role is commensurate with experience and qualifications.

Schedule

This position requires flexibility and the ability to work in a remote setting. The position will be required to go into the Zelis St Petersburg Office on the 1st & 3rd Wednesday of every month.