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Humana Inc.

Call Center Operations Manager - Military veterans preferred

Humana Inc. - Louisville, KY


Role: Call Center Operations ManagerLocation:Louisville, KY Organization:Humana ClinicalPharmacy Review Assignment Capsule:Humanais hiring an Operations Manager to lead large scale call centeroperations. The position will be basedin Louisville, KY and will have oversight of both stateside and vendoroperations. We are looking for someonewho will design and manage execution of departmental plans and objectives toensure effective and efficient business processes for the call center. In this role you will help with strategicplanning, budgeting, business improvement and development of staff, as well asprovide coaching and feedback to enhance the performance of associates. Scopeof Role and Responsibilities:
Act as a liaison between operationaland functional areas, group executives, and the internal support teams toidentify and address barriers cross-functionally
Provide ongoing coaching andfeedback to enhance the contributions, competencies, and performance ofassociates
Lead large scale implementation ofprojects and processes to help solve complex organizational problems
Provide guidance to a team of 4-8Frontline Supervisors who manage the day-to-day operational activities fortheir teams
Activelyparticipate in the development, implementation and execution of service, qualityand productivity standards and programs
Understandrelevant regulatory requirements and ensure compliant processes
KeyCompetencies:
Strongproblem solving, critical thinking and analytical skills
Excellentleadership and coaching skills
Exceptionalcommunication and presentation skills
Abilityto effectively manage competing priorities
StrongPC skills including Microsoft Office
RoleEssentials:
Bachelor\u2019sdegree in Business, Finance, Operations or other related field and 5 years of CustomerService/Operations leadership
Progressive operational experiencein a leadership role, preferably with some tenure at a Fortune 100 company
Leadershipexperience over a large metric-intensive operational unit with a span ofcontrol between 80 \u2013 200 associates
Ability to hold others accountableand maintain a professional work environment
Experience with prioritizing andbalancing multiple responsibilities and projects
Priordemonstrated experience with process improvement and implementation
Preferred Qualifications:
Experiencein healthcare or pharmacy operations
SixSigma, Lean (or other quality program) background
Master\u2019sdegree
Humana Inc., headquartered in Louisville, Ky., is a leading health care company that offers a wide range of insurance products and health and wellness services that incorporate an integrated approach to lifelong well-being. By leveraging the strengths of its core businesses, Humana believes it can better explore opportunities for existing and emerging adjacencies in health care that can further enhance wellness opportunities for the millions of people across the nation with whom the company has relationships.

13 days 10 hours ago

Humana Inc.

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Call Center Operations Manager - Military veterans preferred Humana Inc. - Louisville, KY, United States

   

Location: Louisville, KY

Company Profile:
Humana's diverse lines of business work to serve all types of consumers. From families to seniors to military members to self-employed individuals, there is a plan to meet many unique needs. Find out how Humana's associates and corporate leaders are committed to customer service. Our team uses innovation to deliver results to our consumers.