Description

This Associate Director will be responsible for providing day-to-day leadership, planning, organizing and executing department activities and delivery of strategic initiatives while maintaining continuous quality improvement. The ownership of the vendor service portfolio(s) includes delivering the business objectives (Key performance indicators), the successful transitions, service delivery and cost effectiveness (includes invoice reconciliation for the portfolio). It also includes the issue resolution, managing vendor relationship (portfolio based), stakeholder management and effective communication.
In case of accountability of strategic initiatives – deliver successfully on timelines and business objectives, after identifying the best in class benchmarks and associated services and technology information / vendors / trends. This Associate Director is responsible for overseeing ongoing development of customer experience, quality, and training to meet changes in policy, process, customer journey evolution, and industry expectations in a regulated environment. This leader is responsible for meeting and exceeding contracted service levels and ensuring positive outcomes for the corporation, the client, the customer, and the customer service staff.

Responsibilities

Primary Responsibilities:

• Evaluates the performance of their BPOs against various KPIs, FLAs, targets, goals, and metrics.
• Manages quality reviews, quality reports, quality improvement plans and coordination of program integrity measures.
• Provides project leadership and direction on quality assurance, internal and external communications, security, systems and process compliance testing
• Provides leadership to fulfill Humana’s commitment to quality service delivery.
• Oversees quality assurance activities, including data capture, analysis, and report preparation.
• Implements corrective action plans as required.
• Interacts with leaders to coordinate program improvements, plan for changes, and communicate issues identified from QA activities.
• Evaluates Humana team deliverables and performance against contract requirements.
• Manages the definition of quality requirements, standards, methodologies, and procedures, including processes to perform self-analysis and quality measurement of performance, e.g., customer satisfaction surveys or other necessary processes as appropriate
• Monitors the revision of project policies, procedures, and processes as part of corrective action plans to ensure monitoring processes are maintained to ensure timeliness, accuracy, and project compliance
• Works with operations managers to develop, implement, and monitor compliance with program improvement or corrective action plans
• Develops and executes all training related plans, processes, and procedures
• Maintains training materials to reflect the changing project environment
• Integrates business process and technology training
• Manages staff researching issues with incorrect payment determinations
• Maintain and sustain exceptional SLA and KPI performance.
• Lead departmental business plans, priorities and cost savings initiatives.
• Stay abreast of industry and governmental trends to proactively identify impacts to business processes.
• Participates in cross-functional activities across the organization outside of normal roles and responsibilities.
• Analyzing reports and data to recommend changes for improved performance.
• Providing tactical & long term planning and implementation of integrated contact center internal and outsourced demand & capacity planning.
• Administer contact center simulations and risk assessments, skill planning, operational measurements, & reporting processes across multiple channels and fulfillment functions.
• Oversee analysis to validate effectiveness and efficiency of capacity plans, strategies, and decisions.

Required Qualifications

• 3-5 years of contact center experience (outsourced contact center experience preferred) with a minimum of two years in a leadership/management role
• Experience developing others through active coaching, providing actionable feedback, and demonstrating hands-on leadership Experience with social media management and providing customer service online via chat is a plus.
• Experience working in a fast-paced environment with changing priorities and goals
• A strong track record of exceeding client performance goals and delivering world-class customer service results while also driving strong financial results
• Experience developing innovative solutions to drive world-class customer service
• Experience in systems and operations implementation, with experience in large project transitions preferred
• Experience in managing quality assurance activities for major programs or projects
• Experience in training large project teams on complex business processes
• Ability to Excellent communication, organizational and leadership skills.
• Training experience in a Multi-Channel contact center environment including curriculum development and process reengineering.
• Proven track record of success and achieving results.
• Proficiency with new technology, software applications, and phone systems as well as a general understanding of IT related functions or activities.
• Strong relationship building and collaboration skills in a highly matrixed environment.

Preferred Qualifications

• Quality, project management, or auditing certification preferred

Additional Information

Role may require 10% travel.

Candidate must be able to work Eastern Business hours.