Team Lead, Client Service

Client Service Leadership Team Member

As a valued member of our Client Service Leadership team, you will be responsible for supporting our agents through teams with general questions and handling escalated issues. You will also be providing guidance and overseeing agent productivity and reporting to your supervisor daily.

Key responsibilities include:

• Monitor and coach staff to ensure metrics are being met and agents remain productive.
• Watch dashboards to ensure successful SLAs and monitor agent code usage/extended adherence infractions within the team.
• Respond to and resolve any agent inquiries and escalated issues through written and verbal communication.
• Ensure agents stay current on the ever-changing processes and procedures.
• Monitor call spikes, identify trending provider concerns, and relay them to upper management/IT.
• Send end-of-day reports to your supervisor.
• Create and send monthly newsletters.
• Assist with covering training topics during team huddles and/or meetings.
• Attend meetings and support special projects as needed.
• Commit to all Zelis IMPACT values.
• Leadership approach:
• Maintain a positive can-do attitude.
• Be a team player.
• Be flexible with schedule coverage and departmental needs when necessary.
• Commit to growth and development, both for yourself and for the individuals on this team and peers.
• Provide daily direction and communication to employees to ensure calls are answered in a timely, efficient, and knowledgeable manner.
• Dedicate yourself to the existing and growing knowledge of all products and skills handled by the Client Service team.

Zelis makes an impact: Our core values

We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.

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.

Accessibility Support

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