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Program Management / Analytics Lead

Humana Chattanooga, TN
  • Posted: October 11, 2019
  • Full-Time

Description
The program management/ analytics lead ensures the performance of all contacts for GBO, manages associate QA programs, owns critical programs from inception to completion and support development of contact center strategy. This role is critical for GBO to be able to maintain the quality of associates who are customer-facing because it manages overall quality, provides analytical data to manage operational performance and finally drives critical programs that can impact associates.
Responsibilities

Leader of Program Management / Analytics Team within Contact Center of Excellence. This team will be responsible for;
+ Manages the internal QA team to evaluate quality of associates who are customer-facing and provide guideline to vendor QA team including annual calibration and audit
+ Monitoring operational performance of all contacts (B2C, B2B and Go365) for Group Business Operations and recommending necessary operational changes that focus on enhanced safety, increased productivity and reduced cost.
+ Managing and implementing critical initiatives / programs (technology & innovation, New business opportunity, etc.) working across departments.
+ Conducting business process analysis for re-engineering opportunities.
+ Supports development of contact center strategies for GBO working with the leaders in COE.
+ Requires cross departmental collaboration, and conducts briefings and area meetings; maintains frequent contact with other directors across the department.
+ Exercises independent judgment and decision making on complex issues regarding job duties and related tasks, and works under minimal supervision. Uses independent judgment requiring analysis of variable factors and determining the best course of action.

Required Qualifications
+ Requires a Bachelor's degree
+ 8+ years of consumer operations experience (e.g. call center environment)
+ 2+ years of project leadership experience
+ Deep understanding of developing functional strategies
+ Experience with process improvement or process design or program/ product management
+ Experience in identifying optimization and automation solutions to develop and launch company initiatives
+ Experience with analytics, including program evaluation and optimization
+ Strategic thinking and planning capabilities; organized and detail-oriented

Preferred Qualifications
+ Graduate degree preferred

Scheduled Weekly Hours
40
About Us
Mission: At Humana, our cultural foundation is aligned to helping members achieve their best health by delivering personalized, simplified, whole-person healthcare experiences. Recognizing healthcare needs continue to evolve for each person, for each family and for each community, Humana continuously creates innovative solutions and resources that help people live their healthiest lives on their terms -when and where they need it. Our employees are at the heart of making this happen and that's why we are dedicated to building an organization of dynamic talent whose experience and passion center on putting the customer first.

Equal Opportunity Employer
It is our policy to recruit, hire, train, and promote people without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity or expression, disability, or veteran status, except where age, sex, or physical status is a bona fide occupational qualification. View the EEO is the Law poster.

If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact mailbox_tas_recruit@humana.com for assistance.

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Humana

Address

Chattanooga, TN
37404 USA

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