Humana Program Management / Analytics Lead in Aberdeen, South Dakota
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.
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.
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
- Graduate degree preferred
Scheduled Weekly Hours
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 firstname.lastname@example.org for assistance.
Humana Safety and Security
Humana will never ask, nor require a candidate provide money for work equipment and network access during the application process. If you become aware of any instances where you as a candidate are asked to provide information and do not believe it is a legitimate request from Humana or affiliate, please contact email@example.com to validate the request.
- Humana Jobs