Customer Service Supervisor

At TriZetto, we know that a company is nothing without its associates. That’s why we strive to attract and keep the best in the business. To do that, we’ve created a culture that values, rewards, and nurtures the people who make TriZetto run. We offer our associates a number of opportunities to further develop their career, including Associate Professional Development, Leadership Development Program, and TriZetto Academy.

Team Lead Customer Service Managing day-to-day operations of the contact center team, including workflow and metrics management and serving as people leader for contact center team members.

• Serving as the point of contact for other functional areas and second-level escalated client issues.
• Providing remediation training for the contact center team, as needed.
• Managing the day-to-day workflow, ensuring SLAs and quality standards are met.
• Ensuring that proper documentation is maintained to support associate performance and development.

• Associate's degree in Healthcare Management or a related discipline. Bachelor's degree preferred. An equivalent combination of education and work experience may be taken into consideration in lieu of a degree.
• Minimum of three years' experience in customer service including in a leadership role. Healthcare industry experience preferred.
• Knowledge of all workflow management tools (e.g., CISCO, WFO, etc.).
• Ability to handle difficult callers using effective techniques to diffuse escalations and utilizing the company’s escalation process.
• Excellent record-keeping and documentation skills
• Ability to extract and analyze data and develop and execute appropriate action plans.
• Ability to coach for success.
• Professional interpersonal skills.
• Presentation and public speaking skills.
• Limited travel.