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Humana Director, Inbound Contacts in Billings, Montana



The Director, Retail Contact Center Medicare Individual will support multiple contact center BPO suppliers and internal covering 6+ sites and up to 4,000+/peak associates both domestic and nearshore. This role will be primarily responsible for developing and implementing programs to establish and maintain performance and adherence to contractual agreement as well as developing programs to focus BPO's and internal on the member experience. Drive decisions typically related to identifying and resolving complex technical and operational problems across all BPO's and internal. Must be focused on contributing to an organization focused on continuously improving the member experience. Passionate and strategic about talent development/succession planning and is an influential and collaborative leader.

This position will require up to 25% overnight travel.

Primary Responsibilities

  • Demonstrate strong understanding of budgets and financial responsibilities - including leading initiatives that have positive financial outcomes.

  • Strong interdependence with inbound calls Director to align on consistent execution and strategies.

  • Strong executive presence and presentation skills to adequately translate complex trend metrics into action both with the BPO's, internal and senior leadership.

  • Lead multidisciplinary meetings, embracing the keys of Essential Facilitation, to drive to alignment and results.

  • Collaborate internally to deliver consistent messages across all BPO's and internal.

  • Oversee development and implementation of policies and procedures within all work streams.

  • Build a high performance team that includes clear roles/responsibilities, training and quality to monitor and improve BPO and internal performance.

  • Align team processes to add value and support of overall organizational goals or strategy and provide on-going oversight and monitoring of team performance to well defined metrics.

Required Qualifications

  • College degree or 6 years equivalent experience

  • 2 or more years of management experience

  • Progressive operational experience in a leadership role

  • Ability to hold others accountable and maintain a professional work environment

  • Experience with prioritizing and balancing multiple responsibilities and projects

  • Prior demonstrated experience with process improvement and implementation

  • Project Management experience

  • Passionate about contributing to an organization focused on continuously improving consumer experiences

Preferred Qualifications

  • Leadership experience over a large metric-intensive operational unit with a span of control between 80 - 200 associates

  • Experience in healthcare or pharmacy operations

  • Six Sigma, Lean (or other quality program) background

  • Master's degree

Scheduled Weekly Hours