Humana Employment – Operations Manager

Job Description:

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.

Job Responsibilities:

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.

Job Requirements:

• Experience leading Leaders
• Six Sigma or Lean experience
• Ability to monitor and recommend improvements to increase team productivity by providing expert advice and assistance to other associates, as needed
• Demonstrated capability with coaching and developing associates formally and informally
• 2 or more years of Customer Service Experience
• Strong understanding of Human Resource principles
• Bachelor’s Degree
• Call Center Experience (internal candidates only)
• Prior demonstrated experience with project management, process improvement or process design
• Comprehensive knowledge of all Microsoft Office applications, including Word, Excel, Project and Visio
• 2 or more years’ experience in a Call Center or Operational Environment (external applicant requirement only)
• 2 or more years Leadership Experience

Job Details:

Company:  Humana

Vacancy Type:  Full Time

Job Location: Phoenix, AZ, US

Application Deadline: N/A

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