Director, Inbound Contacts

Description

The Director, Inbound Contacts represents the company by addressing incoming telephone, digital, or written inquiries. The Director, Inbound Contacts requires an in-depth understanding of how organization capabilities interrelate across the function or segment.

As the Pharmacy Service Operations call center director you will work with stakeholders in defining processes that support call center operations ensuring the delivery of quality service. With leadership of 5 direct reports and close to 1800 total associates (both insourced and outsourced), you will meet or exceed service and consumer experience expectations by driving employee engagement through effectively managing internal and partner associates in various locations.

Responsibilities

Job responsibilities include:

• Provide strategic leadership to your call center team to optimize the member experience and operational efficiency.
• Provide leadership and guidance to management and supervisory staff in implementing HPS strategic plans, objectives and budgets.
• Understand the drivers of call volume, the Perfect Call Metric and NPSt for call centers. Partner both horizontally and vertically within the company to identify insights and tactics to achieve improved results.
• Understanding the correlation between service levels, the consumer's experience and cost to ensuring the appropriate balance.
• Battle inertia and look for new ways to manage and lead your business. Stay current on contemporary trends, and be an agent of change.
• Ensure that outsourced partners create the culture required to provide the necessary member experience. Maintain the necessary relationship to drive accountability for results but also a collaborative partnership where they are also helping us to improve.
• Create a pipeline of leadership talent on your team that can be used for succession planning within your team and can also be exported to other parts of Humana. Do this by developing your leadership team's technical and business skills as well as how they support Humana's culture of collaboration, personal accountability, candor and empowerment.
• Create a culture within your organization that empowers associates to bring ideas and suggestions forward, creates collaboration between all levels, and drives consistency (where appropriate) in approach across your teams and locations.
• Drive your team to meet the engagement, well-being and work/life balance needs of your organization
• Ensure goals are met via a focus on "how we do it" in addition to "what we do."
• Direct the design and implementation of policies and procedures which drive performance maximization and ensure flawless integration with other business units.

Required Qualifications

• Bachelor's degree in Business, Finance, Operations or other related fields / or 10 years Customer Service Management experience including insourced and outsourced personnel
• Ability to lead and manage both Operational personnel and individual contributors
• Ability to lead and manage in a multi-site environment
• Experienced with contemporary measures around the consumer experience such as net promoter score and consumer efforts
• Significant process and problem solving experience required
• Budgeting experience
• Strong analytical skills needed
• Comfortable leading and advancing change
• Strong written and verbal communication skills
• Strong business acumen
• Deep consumer empathy
• Strong member service skills

Preferred Qualifications

• Understanding of Humana systems, processes, and structure
• Certification in Six Sigma or Project Management
• Prior Experience in healthcare or insurance setting

Additional Information

Scheduled Weekly Hours

40