Senior Inbound Workforce Management Professional

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Job Information
Humana
Senior Inbound Workforce Management Professional
in
Tampa
Florida
Description
The Senior Inbound Workforce Management Professional represents the company by coordinating the work activities of the Service Level Management Team (SLMT) addressing associate coverage for inbound member contacts for the GBO contact centers including: Medical, Specialty, Go365 ensuring performance guarantees are met as well as all service level targets. The Senior Inbound Contacts Professional work assignments that involve moderately complex to complex issues where the analysis of situations or data requires an in-depth evaluation of variable factors. Leads a team of 5 associates that support Service Level Management as well as IVR Administration.
Responsibilities
The Senior Inbound Workforce Management Professional responsibilities include:
Addresses customer needs which may include complex scheduling of associates production, non-production (loss time), after call work and project time including the annual shift bid process.
Coordinates scheduling with Workforce Management (WFM) in conjunction with the 90-day lock provided to the vendor partner ensuring the appropriate balance of staff across the internal contact centers and the BPO.
On point, to report out to senior leadership Service Level results across the contact centers on a daily, weekly, monthly basis.
Provides weekly updates of actual results to established performance guarantees for key accounts with performance guarantees included in their agreement with Humana.
Escalates issues, including outages, telephonic issues and absenteeism that could potentially impact an area's ability to meet Service Level targets.
Begins to influence department's strategy.
Makes decisions on moderately complex to complex issues regarding technical approach for project components, and work is performed without direction.
Exercises considerable latitude in determining objectives and approaches to assignments.
Review, update, and revise polices and reporting to ensure compliance with all Metrics, Performance Guarantees and Budget standards.
Leading a team successfully by creating and maintaining a positive and responsive work environment.
Knowledge/Experience in call center routing and IVR management is beneficial to understand how to efficiently handle calls and responsible to partner with IT to build and deploy a cloud based telephony platform improving the member experience.
Additional responsibilities include updating and maintaining Business Continuity Plans, Request for Information database and response to Request for Proposals along with data analytics/reporting.
Required Qualifications
Bachelor's degree or equivalent work experience
5 or more years of Customer Service experience
3 - 5 years Demonstrated success leading large scale process improvements, including technology solutions
3 - 5 years Demonstrated success leading initiatives that cross multiple departments and locations
3 - 5 years Demonstrated success establishing structured reporting for both operations and project metrics
Strategic thinking and planning capabilities; organized and detail-oriented
Strong process focus and systems thinking
Strong understanding of business strategy and demonstrating project value as part of strategy
Ability to communicate with C-suite/executive leadership on outcomes and performance drivers.
Willingness to manage and prioritize diverse projects
Must be passionate about contributing to an organization focused on continuously improving consumer experiences
Must have the ability to provide a high-speed DSL or cable modem for a home office (Satellite and Wireless Internet service is NOT allowed for this role). A minimum standard speed for optimal performance of 10x1 (10mbs download x 1mbs upload) is required.
Preferred Qualifications
Project Management Professional (PMP) Certification
Six Sigma or Lean certification
Knowledge of Humana's internal policies, procedures and systems
Additional Information
We will require full COVID vaccination (**** for this job as we are a  healthcare company committed to putting health and safety first for our members, patients, associates and the communities we serve. If progressed to offer, you will be required to provide proof of full vaccination or documentation for a medical or religious exemption consideration where allowed by law.
Scheduled Weekly Hours
40

Company info

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