Consumer Service Operations Manager

Profile

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.

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.

Additional Job Description:

Required Qualifications:

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

Preferred Qualifications

Bachelor's Degree

Call Center Experience ( internal candidates only)

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

Additional Info:

Associates working in the state of Arizona must comply with the Tobacco Free Hiring Policy (see details below under Additional Information) and upon offer will be subjected to nicotine testing as part of a 10-panel drug test

Scheduled Weekly Hours

40

Company info

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