Bethesda, MD, United States
Pharmaceutical, Call Center, Customer Service, Manager
Jun 11, 2021
The Associate Director, Consumer Service Operations is responsible for the daily activities across multiple service functions area. The Associate Director, Consumer Service Operations requires a solid understanding of how organization capabilities interrelate across department(s).
The Associate Director, Consumer Service Operations is a proven people leader who specializes in thought leadership and is passionate about the associate and customer experience. The Associate Director requires a solid understanding of Call Center Operations and is focused on the long-term strategy of the Call Center.
Lead a team of call center Managers directing all strategic Contact Center activities of the ( East, Central, West ) Region Collaborate with key strategic support groups across the Pharmacy business and the Humana Enterprise to identify and correct friction points that degrade the customer and associate experience Improve results in key efficiency, customer experience and associate experience metrics Identify opportunities to reduce spend Specialized focus on key work streams such as PDP Segment, Live Agent Web Chat, Outreach Campaigns developing long-term, sustainable plans Develop and implement associate engagement plans Strengthen leadership team through key development opportunities Leverage technical and automated solutions to improve the associate and customer experience Advocate for our customers and associates on behalf of the Contact Center across the Pharmacy business and the Humana Enterprise.
Bachelor's Degree OR 5 or more years of management experience
6 or more years of Customer Service experience
Excellent leadership abilities and management skills with a proven record of strategic-planning, functional transformation, innovation, and change management
A strong commitment to team and professional development, with demonstrated ability to hire, mentor, and develop future leadership talent
Proven expertise in running and automating all aspects of a large service-focused operation over multiple and geographically dispersed sites
Strong track record of driving operational improvements and cost reductions to support the business strategy, ideally having participated in one or more major organizational transformations
Must be passionate about contributing to an organization focused on continuously improving consumer experiences
Experience implementing technological solutions to improve associate and customer experience
Experience implementing associate engagement plans in a virtual or work at home environment
Scheduled Weekly Hours
Website : http://www.humana.com