Call Center Operations Manager

Profile

Job Information
Humana
Call Center Operations Manager
in
Lancaster
South Carolina
Description
Seeking a strong operational leader with progressive call center experience for our Inbound Contact call center supporting growth in the Medicaid segment.
The Call Center Manager will lead a team of Supervisors and Staff that is both on-site and remote. This individual will guide the team in achieving customer service excellence by determining approach, resources, schedules and goals.
For more than 60 years, Humana has been helping people live healthier lives through clinical excellence and coordinated care. We've had a rich history of strong leadership and agility which has enabled us to pivot quickly and respond to customer needs. 
Responsibilities
The Manager, Inbound Contacts responsibilities include the following:
Oversees hiring and development of all levels of staff.
Drives a culture of accountability, continuous improvement, and personal excellence
Provides team motivation and development, and leads by example
Directs call center objectives, performance standards, and policies.
Directs workforce management activities and sets performance goals and objectives accordingly
Addresses unresolved and pending customer grievances.
Maintains frequent contact with other managers across the department.
Monitoring and evaluating staff performance, providing learning or coaching opportunities, and taking corrective action, if necessary.
Identifies creative ways to reduce cost by streamlining processes and systems
Drives continuous improvement through trend reporting analysis and metrics management
Offers new ideas and suggestions for improvement.
Decisions are typically related to resources, approach, and tactical operations for projects and initiatives. Requires cross departmental collaboration, and conducting briefings and attendance at area meetings.
Required Qualifications
Bachelor's Degree
6 years of progressive operational experience in a call center
2 years leadership experience over a large metric-intensive operational unit with a span of control between 25-200 associates
Knowledge of WorkForce Management systems and processes and developing/coordinating needs related to schedule adherence.
Prior demonstrated experience with project management, process improvement or process design
Comprehensive knowledge of all Microsoft Office applications, including Word, Excel, Project and Visio
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
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
Track record of driving operational improvements that support business strategy
Strong ability to work in ambiguous situations
Must be available to travel to the local Louisville, KY office at least once a week.
Work-At-Home Requirements
Must have the ability to provide a high speed DSL or cable modem for a home office. Associates or contractors who live and work from home in the state of California will be provided payment for their internet expense.
A minimum standard speed for optimal performance of 25x10 (25mpbs download x 10mpbs upload) is required.
Satellite and Wireless Internet service is NOT allowed for this role.
A dedicated space lacking ongoing interruptions to protect member PHI / HIPAA information
Preferred Qualifications
Masters Degree in Business or Public Administration
Prior Experience in healthcare or insurance setting
Strong understanding of Human Resource principles
Six Sigma or Lean experience
Additional Information
Interview Format
As part of our hiring process, we will be using an exciting interviewing technology provided by Modern Hire, a third-party vendor. This technology provides our team of recruiters and hiring managers an enhanced method for decision-making.
If you are selected to move forward from your application prescreen, you will receive an email correspondence inviting you to participate in a pre-recorded Voice Interview and/or an SMS Text Messaging interview. (please be sure to check your spam or junk folders often to ensure communication isn't missed)
If participating in a pre-recorded interview, you will respond to a set of interview questions via your phone. You should anticipate this interview to take approximately 10-15 minutes.
If participating in a SMS Text interview, you will be asked a series of questions to which you will be using your cell phone to answer the questions provided. Expect this type of interview to last anywhere from 5-10 minutes. Your recorded interview(s) via text and/or pre-recorded voice will be reviewed and you will subsequently be informed if you will be moving forward to next round of interviews.
Scheduled Weekly Hours
40
Humana complies with all applicable federal civil rights laws and does not discriminate on the basis of race, color, national origin, age, disability, sex, sexual orientation, gender identity or religion. We also provide free language interpreter services. See our ****

Company info

Sign Up Now - CallCenterCrossing.com