Description The Associate Director, Operational Readiness ensures optimized interaction between a company and members through the development of predictable and sustainable readiness practices including continuous improvement methodologies that allow for rapid response to service friction points. The scope of the operational readiness function spans multiple contact center operations with varying degrees of readiness practice maturity, this leader will have the opportunity to establish best practice and drive enterprise level change for our members and associates furthering our pursuit of Helping Members Achieve Their Best Health. Responsibilities + Lead a team of associates whose primary responsibility is ensuring operational readiness for service experiences in the contact center with the intent of ensuring that Humana is service ready for every customer contact + Create and leverage processes that ensure unprecedented contact center readiness practices across a worldwide service footprint, delivering service interactions that ensure our customers' needs are met generating experiences that help them achieve their best health + Leverage multiple service data points to observe and address operational readiness, those data points will include Voice of the Customer, NPSt and Issue Resolution + Maintain a solid understanding of how organizational capabilities interrelate across department(s) to deliver an exceptional service interaction experience for customers and associates + Exhibit a depth of understanding and bias for action related to the recognition and elimination of friction points and opportunities for automation and optimization + Make typically related to identifying and resolving complex technical and operational problems within department(s), and could lead multiple managers or highly specialized professional associates This role is a remote role working from home with some overnight travel. Based on current guidance from the CDC, local and state governments, and Humana leadership related to the coronavirus (COVID-19) outbreak have extended travel restrictions until further notice. The policy will be reassessed as the situation warrants. Once these restrictions are lifted this role may require up to 20% travel, which could include international, depending on business needs. Required Qualifications + Bachelor's Degree or equivalent work experience + 4+ years of experience leading a large scale contact center in all facets of contact center operations and exhibits working knowledge of call center support technologies + Extensive experience in the execution of large scale projects and must be able to coordinate across large functional groups + Thorough knowledge of the Shared Services roles and responsibilities to assess initiative needs and cross-functional impacts + Thorough knowledge of operational components related to process, procedures and call handling tools + Excellent interpersonal skills and the ability to present to cross functional groups and executive level stakeholders + Ability to prioritize and organize multiple projects at the same time + Demonstrated experience leveraging service data to drive improved enterprise process and change + Proven ability to lead critical business/process changes across a large organization + Demonstrated success establishing structured reporting for both operations and project metrics + Strategic thinking and planning capabilities; organized and detail-oriented + Enthusiasm and motivation essential; a confident change-agent + Ability to travel up to 20% which may include international depending on business needs Preferred Qualifications + Experience in Medicare and/or healthcare + Off-shore contact center experience + Prior experience with agile leadership practices and methods Additional Information At Humana, we know your well-being is important to you, and its important to us too. Thats why were committed to making resources available to you that will enable you to become happier, healthier, and more productive in all areas of your life. Just to name a few: + Work-Life Balance + 100% Work-At-Home/Remote + Generous PTO package + Health benefits effective day 1 + Annual Incentive Plan + 401K - Immediate company match + Well-being program + Paid Volunteer Time Off + Student Loan Refinancing If you share our passion for helping people, we likely have the right place for you at Humana. Work at Home/Remote Requirements + Must ensure designated work area is free from distractions during work hours and virtual meetings + Must provide a high-speed DSL or cable modem for a workspace (Satellite and Hotspots are prohibited). A minimum standard speed of 10x1 (10mbs download x 1mbs upload) for optimal performance of is required Alert: Humana values personal identity protection. Please be aware that applicants selected for leader review may be asked to provide a social security number, if it is not already on file. When required, an email will be sent from Humana@myworkday.com with instructions to add the information into the application at Humanas secure website. 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 thats 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. 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 mailbox_tas_recruit@humana.com to validate the request. California Residents If you are a California resident and would like to review our California Consumer Privacy Act (CCPA) Policy click here: CA Resident Privacy Policy <>
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