Associate Director Operational Readiness-Remote US Contact Center-

Profile

Description

The Associate Director, Operational Readiness ensures optimized interaction between a company and members through the development of predictable and sustainable readiness practices including continuous improvement methodologies that allow for rapid response to service friction points. The scope of the operational readiness function spans multiple contact center operations with varying degrees of readiness practice maturity, this leader will have the opportunity to establish best practice and drive enterprise level change for our members and associates furthering our pursuit of Helping Members Achieve Their Best Health.

Responsibilities

Where you Come In

The Associate Director, Operational Readiness ensures optimized interaction between a company and members through the development of predictable and sustainable readiness practices including continuous improvement methodologies that allow for rapid response to service friction points. The scope of the operational readiness function spans multiple contact center operations with varying degrees of readiness practice maturity, this leader will have the opportunity to establish best practice and drive enterprise level change for our members and associates furthering our pursuit of Helping Members Achieve Their Best Health.

Lead a team of associates whose primary responsibility is ensuring operational readiness for service experiences and technology modernization in the contact center with the intent of ensuring that Humana is service ready for every customer contact

Create and leverage processes that ensure unprecedented contact center readiness practices across a worldwide service footprint, delivering service interactions that ensure our customers' needs are met generating experiences that help them achieve their best health

Leverage multiple service data points to observe and address operational readiness

Maintain a solid understanding of how organizational capabilities interrelate across department(s) to deliver an exceptional service interaction experience for customers and associates

Exhibit a depth of understanding and bias for action related to the recognition and elimination of friction points and opportunities for automation and optimization

Requires ability to identify and resolve complex technical and operational problems within department(s), and could lead multiple managers or highly specialized professional associates

What Humana Offers

We are fortunate to offer a remote opportunity for this job. Our Fortune 100 Company values associate engagement & your well-being. We also provide excellent professional development & continued education.

Required Qualifications - What it takes to Succeed

Bachelor's Degree

Minimum of 4 years of experience leading a large scale contact center in all facets of contact center operations and exhibits working knowledge of call center support technologies

Extensive experience in the execution of large-scale projects and must be able to coordinate across large functional groups

Thorough knowledge of the Shared Services roles and responsibilities to assess initiative needs and cross-functional impacts

Thorough knowledge of operational components related to process, procedures and call handling tools

Excellent interpersonal skills and the ability to present to cross functional groups and executive level stakeholders

Ability to prioritize and organize multiple implementations at the same time

Demonstrated experience leveraging service data to drive improved enterprise process and change

Proven ability to lead critical business/process changes across a large organization

Demonstrated success establishing structured reporting for both operations and project metrics

Strategic thinking and planning capabilities; organized and detail-oriented

Enthusiasm and motivation essential; a confident change-agent

Must be able to work EST hours Monday through Friday 8am-5pm

Ability to travel up to 20% which may include international depending on business needs

According to Humana's COVID-19 policy, vaccination and masking is required regardless of vaccination status (with exception for eating and drinking) for associates working in a clinical setting where patients receive care (e.g., pharmacy retail locations, clinics, home care). The policy only requires the primary series alone (first and second vaccine). Boosters are encouraged, but not required. Associates have the option to request an accommodation for medical, religious or other personal needs.

Preferred Qualifications

Experience in Medicare and/or healthcare

Off-shore contact center experience

Prior experience with agile leadership practices and methods

Additional Information - How we Value You

Benefits starting day 1 of employment

Competitive 401k match

Generous Paid Time Off accrual

Tuition Reimbursement

Parent Leave

Go365 perks for well-being

Work at Home Requirements

At minimum, a download speed of 25 Mbps and an upload speed of 10 Mbps is recommended; wireless, wired cable or DSL connection is suggested

Satellite, cellular and microwave connection can be used only if approved by leadership

Associates who live and work from Home in the state of California, Illinois, Montana, or South Dakota will be provided a bi-weekly payment for their internet expense.

Humana will provide Home or Hybrid Home/Office associates with telephone equipment appropriate to meet the business requirements for their position/job.

Work from a dedicated space lacking ongoing interruptions to protect member PHI / HIPAA information

Interview Format

As part of our hiring process for this opportunity, we will be using an exciting interviewing technology called Modern Hire to enhance our hiring and decision-making ability. Modern Hire allows us to quickly connect and gain valuable information from you pertaining to your relevant skills and experience at a time that is best for your schedule.

If you are selected for a first round interview, you will receive an email correspondence (please be sure to check your spam or junk folders often to ensure communication isn't missed) inviting you to participate in a Modern Hire interview. In this interview, you will listen to a set of interview questions over your phone or text and you will provide recorded responses to each question. You should anticipate this interview to take about 15 to 30 minutes. Your recorded interview 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 https://www.humana.com/legal/accessibility-resources?source=Humana_Website.

Company info

Humana Inc.
Website : http://www.humana.com