Director National Call Center

Profile

Description

Responsibilities

Role Description Summary

The Director of the National Call Center/evendor channel is responsible and accountable for building, leading and having oversight of the go to market business strategy at a national level ensuring that business objectives, sales, retention and quality metrics are met. The leader will be proactive in building relationships both internally and externally to ensure policies and procedures are in place that engage both the agent and consumer in compliant practices and enhance the member's journey with Humana. The leader will have accountability for OKRs that drive quality growth as established by Senior Leadership. The leader will be an ambassador for Humana, building and growing key relationships with partners and working with others to ensure Humana is the carrier of choice.

In addition, the Leader of Call Center/evendors will


Collaborate with SVP of Marketpoint, AVP Partner Channel Sales Operations, Regional Sales Directors and other key stakeholders to create and differentiate Call Center/evendor members experience
Lead a team of Sales Executives responsible for cultivation of new and existing relationships to meet identified goals and objectives
Manage and test pilot programs that continue to enhance the partner and member experiences
Create KPIs with Reporting and Analytics teams
Collaborate with Marketing, Training and Sales Integrity in creating agent training, specific sales collateral and compliance and oversight monitoring of all programs specific to call center/evendors
Develop incentive programs that create behaviors supporting corporate growth initiatives


Required Qualifications


Bachelor degree
5 or more years of management experience
This role is part of Humana's Driver safety program and therefore requires an individual to have a valid state driver's license and proof of personal vehicle liability insurance with at least 100/300/100 limits
Strong verbal and written communication skills
Excellent interpersonal or relationship building skills
Must be passionate about contributing to an organization focused on continuously improving consumer experiences


Preferred Qualifications


Master's Degree of Business Administration or a related field
Experience within the health insurance industry
Active Health & Life Insurance Licenses


Additional Information

Scheduled Weekly Hours

40

Company info

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