Director, Payee Services

Zelis

St. Petersburg, FL, US
Hybrid
15+ years contact center operations
5+ years leadership experience
Multi-channel voice email chat management
This role directs overall call center operations for Zelis, focusing on payments optimization across a multi-channel environment including voice, email, and chat

Job Summary

  • This role directs overall call center operations for Zelis, focusing on payments optimization across a multi-channel environment including voice, email, and chat.
  • The successful candidate will drive the service model forward by leveraging AI, automation, and scalable processes while maintaining high-quality customer experiences.
  • Candidates must have extensive experience in contact center leadership, including managing internal teams and BPO partners to meet strict SLAs and regulatory requirements.

Matching Summary

This role directs overall call center operations for Zelis, focusing on payments optimization across a multi-channel environment including voice, email, and chat.

Skills & Requirements

Must-have

  • 15+ years contact center operations
  • 5+ years leadership experience
  • Multi-channel voice email chat management
  • BPO vendor management expertise
  • AI and automation implementation
  • Workforce management and staffing
  • Quality assurance program oversight

Nice-to-have

  • Healthcare or insurance industry background
  • Strong analytical problem-solving skills
  • Customer-centric service mindset
  • Experience with digital self-service tools
  • Ability to foster team engagement culture

Key Requirements

  • Bachelor's degree or equivalent experience
  • 15+ years in contact center operations
  • 5+ years in leadership roles
  • No visa sponsorship required
  • Hybrid work schedule availability

Work Rights

Must not require visa sponsorship

Tailored Resume

Cover Letter