Brentwood, TN, United States
Nov 24, 2021
Manager, Consumer Service Operations
The Manager, Consumer Service Operations is responsible for the daily activities across multiple service functions area. The Manager, Consumer Service Operations works within specific guidelines and procedures; applies advanced technical knowledge to solve moderately complex problems; receives assignments in the form of objectives and determines approach, resources, schedules and goals.
The Manager, Consumer Service Operations will lead a team of call center Supervisors across East, Central and West Regions. Manager will perform various customer services tasks and support within call center operations. Investigates and resolves customer service issues. Decisions are typically related to resources, approach, and tactical operations for projects and initiatives involving own departmental area. Requires cross departmental collaboration, and conducts briefings and area meetings; maintains frequent contact with other managers across the department. Help improve results in efficiencies, customer experience and associate experience metrics, while advocating for customers and associates. Help develop and implement associate engagement plans, while building bench strength.
To succeed, this person needs to:
Provide guidance to a team of 5-6 direct reports - Supervisors who manage day to day operational activities for their teams of approximately 150 front line associates. This includes setting clear expectations with your team and working with team members to review actual versus planned results.
Maintain an environment where leaders and advocates can express ideas and concerns on a regular basis. A leader with an open door policy and providing virtual presence daily.
Review the team call center metrics as well as a global view of the HP Call Center identifying areas of opportunity and success items.
Identify and address barriers cross functionally that inhibit Humana Pharmacy from providing exceptional customer service.
Identify issues or opportunities to improve results, and work with partners to identify / implement resolutions.
Utilize data and other information sources to qualitatively and quantitatively measure the impact of changes to determine if desired results were achieved.
Act as a liaison between call center operations and other functional areas.
Provide ongoing coaching and feedback that enhances the contribution and performance of front line associates and leaders.
Implementation of projects and processes that help solve complex organizational problems.
Select competent and diverse talent to ensure best possible outcomes for customer service to members.
TX-Remote, OH-Remote, AZ-Remote, FL-Remote, IN-Remote, TN-Remote, VA-Remote, IN-Remote
2 or more years Leadership Experience
2 or more years of Customer Service Experience
2 or more years' experience in a Call Center or Operational Environment ( external
applicant requirement only)
Demonstrated capability with coaching and developing associates formally and informally
Ability to monitor and recommend improvements to increase team productivity by providing expert advice and assistance to other associates, as needed
Prior demonstrated experience with project management, process improvement or process design
Comprehensive knowledge of all Microsoft Office applications, including Word, Excel, Project and Visio
Ability to manage multiple tasks and deadlines with attention to detail
Effective communication skills; ability to speak with line associates and deliver presentations to senior leaders of Humana
Demonstrated problem solving skills; ability to give direction and make sound business decisions
Experience with Department Budget oversight
We will require full COVID vaccination for this job as we are a healthcare company committed to putting health and safety first for our members, patients, associates, and the communities we serve.
If progressed to offer, you will be required to provide proof of full vaccination where allowed by law. Medical and religious exemptions will be considered on a case-by-case basis.
Call Center Experience ( internal
Experience leading Leaders
Strong understanding of Human Resource principles
Six Sigma or Lean experience
Must be passionate about contributing to an organization focused on continuously improving consumer experiences
Base Schedule: Monday- Friday 8am-5pm, Saturdays and Holidays as needed. Hours subject to change based on business needs. Some travel will be required, approx. 10-20%.At Humana, we know your well-being is important to you, and it's important to us too. That's why we're committed to making resources available to you that will enable you to become happier, healthier, and more productive in all areas of your life. If you share our passion for helping people, we likely have the right place for you at Humana.After applying, we encourage you to join our Talent Network as well, so you can stay informed and up to date on what's happening around our organization in the changing world of healthcare.
Scheduled Weekly Hours