Director, Payee Services

Zelis • St. Petersburg, FL

5d • Hybrid

About The Position

Position Overview: Zelis is seeking an experienced Call Center Director to lead our Payments Optimization contact center operations. 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. The Director will oversee all aspects of operations, including staffing, training, quality, and performance management, and will lead both internal teams and BPO partners. This role requires a strategic leader who can improve efficiency, elevate service delivery, and align operations with business objectives. Success in this role means advancing the service model through AI, automation, and scalable processes, while building a culture of accountability, continuous improvement, and strong team engagement. This position follows a hybrid schedule, with an expectation to work onsite at the Zelis St. Petersburg office two days per week.

Requirements

• 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.
• Strong leadership and people management capabilities, with a track record of mentoring, developing, and inspiring high-performing teams.
• Proven ability to develop and execute strategic plans, including implementation of AI, automation, or digital service solutions that drive measurable outcomes.
• 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.

Nice To Haves

• Healthcare, insurance, or medical industry experience preferred.
• Advanced proficiency in Microsoft Office Suite, including Excel, Outlook, and Word.

Responsibilities

• Strategy & Service Model Define and execute a service strategy across all channels. Advance the service model through AI, automation, and self-service capabilities. Forecast demand and set performance targets to improve customer satisfaction and efficiency.
• Operations & Performance Oversee daily operations, ensuring SLAs, quality standards, and regulatory requirements are met. Optimize staffing, workflows, and resource allocation across channels. Track and improve KPIs including service levels, productivity, and customer outcomes.
• Team Leadership Lead and develop managers and support teams. Foster a culture of accountability, engagement, and continuous improvement. Oversee training to build capabilities across voice and digital channels.
• BPO & Vendor Management Manage BPO partner to ensure performance, quality, and cost efficiency. Establish clear metrics, governance, and accountability for outsourced operations.
• Quality & Customer Experience Maintain quality assurance programs across all channels. Drive improvements in first contact resolution, response times, and overall experience. Use customer insights and data to inform decisions and improvements.
• Technology & Innovation Oversee contact center technologies including telephony, CRM, and workforce tools. Implement AI-driven solutions such as chatbots and intelligent routing. Partner with IT to align technology with business needs.
• Financial & Cross-Functional Leadership Manage budget, forecasting, and cost optimization. Partner across teams to align service delivery with broader business objectives.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 1-10 employees