Director, Contact Center Infrastructure Operations at Humana Studio_h

| Greater Boston Area
!Sorry, this job was removed at 1:51 p.m. (EST) on Wednesday, March 11, 2020

Description

 

The Contact Center Technology Director is responsible for the organization and operations management of the enterprise-wide Contact Center technology platform. Core duties include management and leadership over the contact center and telephony infrastructure that supports Humana’s contact centers, continuous improvement of the infrastructure, coordination and technical oversight of Business Process Outsourcers’ Contact Center technologies, development of standard operational workflows for Call Center Agents, and defining, implementing and acting on standard performance metrics and dashboards of platform performance. A commitment to excellence is demonstrated through continuous development and improvement of the tools we provide to our Call Center Business Leaders and their respective Teams. This individual will have very strong contact center technology knowledge and experience, strong project management acumen and excellent vendor management skills, in addition to a superior, service-oriented approach to infrastructure operations. This individual is responsible for operational and service management processes to ensure that quality, efficiency and agility goals are achieved.

 

Responsibilities

 

  • Act as the principal Technology Leader for the enterprise Contact Center technology platform.  
  • Overseeing end-to-end integration of telephony and contact center (ACD) components to support the effective and efficient delivery of Call Center services across the country.
  • Development and implement of Call Center standard operating procedures and policies with an emphasis on maintaining and ensuring operational continuity.
  • Develop and maintain documentation and workflows for call routing and telephony routing 
  • Develop a thorough understanding of the business needs and priorities by developing strong relationships with Call Center Business Leaders.
  • Develop and execute roadmaps that maintain currency of the platform (including lifecycle management) as well as enhancements to core systems and additional feature/functionality to improve performance and in support of business objectives.
  • Proactively monitors systems performance, and communicates, reports, and resolves issues rapidly to meet SLAs and other KPIs. 
  • Solves challenges based on analysis of multiple factors. Independently identifies key issues, patterns or deviations from norm. Analyzes and interprets research to evaluate and recommend solutions.
  • Research, recommend, and assist with the implementation of contact center functionality and technology to better aide our call Center business leaders. 
  • Maintain license and other capacity-related inventory on all components. Plans for and ensures capacity to handle seasonal  (i.e., AEP) increased demand.
  • Manage regular maintenance such as upgrades and patches (in coordination with IT Operations Team).
  • Develop quality and best practice processes to include data stewardship, cleansing and audits, developing test strategies, and minimizing downtime due to planned and unplanned maintenance.
  • Effectively managing vendors for all support and troubleshooting efforts related to core technology and applications, including contract management.
  • Plans, prepares, and manages budget related to Contact Center technologies and related applications.
  • Foster a business-oriented culture and mindset driven by continual service improvement techniques.
  • Drive operational performance of Managed Service Providers executing operations for the contact center infrastructure. Ensures rapid resolution of incidents and problems. Ensures escalation within the service providers as necessary and appropriate to enable timely incident and problem resolution.
  • Act as a trusted advisor, and builds and maintains relationships with other IT leaders and business executives to develop a clear understanding of business needs.
  • Leverage influencing and negotiation skills across IT and the enterprise to enable cost-effective and innovative shared solutions in the achievement of business goals.
  • Participate in the assessment of external and internal technology capabilities required to achieve desired competitive positioning.
  • Work with HR and the IT leadership team to develop a talent strategy that aligns with the current and future business and IT strategy.
  • Continually looks for leading-edge and innovative solutions to the recruitment, development and retention of the workforce.
  • All other duties as assigned

               

Required Qualifications

  • Bachelor's or master's degree in computer science, information systems, business administration or related field, or equivalent work experience.
  • 10 or more years of experience in IT and business/industry
  • Five or more years of leadership responsibilities in large, complex contact center technology environments
  • Proven experience or demonstrated capability in leading IT transformational initiatives in complex and dynamic environments
  • Relevant technology certifications are strongly desired (e.g., ITIL, PMP, Avaya, Cisco)

 

Knowledge/Skills

  • Exceptional leadership skills, with the ability to develop and communicate a vision that inspires and motivates staff and aligns with the IT and business strategy
  • Ability to build a strong partnership with the business and demonstrate the business value of IT
  • Effective influencing and negotiation skills in an environment in which resources may not be in direct control of this role
  • Excellent analytical, strategic conceptual thinking, strategic planning and execution skills
  • Strong business acumen, including industry, domain-specific knowledge of the enterprise and its business units
  • Demonstrated ability to develop and execute a strategic plan that ensures the right people are in the right roles at the right time, and employees are highly engaged and satisfied
  • Practical experience in motivating and driving team members to perform as a high performing and collaborative team
  • Deliver effective service management through the definition and adoption of a governance practice that uses KPIs and metrics to track and measure the quality of service. Integrates them with key accountabilities to ensure consistency of approach and continual service improvement
  • Strong vendor management and partner relation skills to identify and leverage resources internal and external to the enterprise to enhance capabilities that support business objectives
  • Excellent verbal and written communication skills, including the ability to explain technical concepts and technologies to business leaders, and business concepts to the contact center teams.

     

Key Behaviors/Competencies

 

Building Relationships

  • Establishes and expands external provider/partner relationships
  • Maintains and forms alliances with recognized experts and decision makers
  • Maintains and extends networks within, across and external to organizational boundaries
  • Solicits advice, support, championship, sponsorship and commitment to develop a smooth transition and the development of mutually acceptable solutions

Change Advocate

  • Identifies and acts on opportunities for continuous improvement
  • Encourages prudent risk taking, exploration of alternative approaches and organizational learning
  • Demonstrates personal commitment to change through actions and words
  • Mobilizes others to support change through times of stress and uncertainty
  • Reviews, sponsors and approves recommendations for IT change programs that affect cross-functional key processes
  • Partners with other IT leaders to identify opportunities for significant technology/process enhancements

Influencing Others

  • Can express IT technology decisions in terms of business outcomes by communicating ideas or positions in a persuasive manner that builds support, agreement or commitment
  • Takes actions that directly or indirectly influence others to create buy-in, gain trust, and motivate actions in others or win concessions without damaging relationships
  • Uses information or concepts to implement and influence strategy for multiple audiences, in high-risk situations or in situations involving differing perspectives to reach a common goal or have a positive impact on the organization

Results Orientation

  • Reliably meets performance targets, and sets and achieves challenging goals
  • Defines standards in terms of doing what is appropriate and doing it well
  • Continually measures the organization's performance against the best-in-class peer group, and sets a vision and plan to exceed those benchmarks
  • Establishes financial discipline in creating and achieving budget plans
  • Mentors and guides staff to develop and mature their competencies
  • Sponsors formal governance mechanisms to measure and proactively manage quality of service (QoS)

Risk Taking

  • Handles changes and uncertainties with ease and can move forward quickly
  • Identifies and acts on opportunities for continuous improvement
  • Demonstrates a willingness to make high-risk decisions when necessary
  • Can act with minimal planning to take actions in which the benefits to efficiency and effectiveness are weighed against potential risks
  • Can make decisions with incomplete, conflicting information and uncertain long-term consequences

Team Leadership

  • Develops, directs, coaches, mentors and reinforces team members in line with the mission, vision, values, goals and performance standards of formal and informal teams
  • Allocates functional roles, levels of accountabilities and strategic assignments
  • Fosters an environment of collaboration and a strong customer service culture
  • Inspires, motivates and guides team members by fostering commitment, team spirit and trust
  • Sets, monitors, provides and reinforces overall team performance feedback, including performance improvement and decisions/approvals with respect to rewards, redeployment and termination
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Location

Our bright, brand new, open-concept offices are located in the bustling Seaport district surrounded by like-minded high-tech and start-up companies.

An Insider's view of Humana Studio_h

What’s the vibe like in the office?

The Boston office is very open and built to make conversations & interactions easier. It’s easy to reach out to people (at any level) to ask for help, input, or just have a casual chat. There are 2 community managers who also help to plan events throughout the week for associates (e.g., yoga, happy hour, games). It’s a super lively environment!

Nanxi Ling

Experience and Transformation Lead

What projects are you most excited about?

The opportunity to be part of launching new products and care plans from greenfield by leveraging the latest technology stack and building best in class experience for both internal and external facing user applications, that will ultimately help us a company to focus on “Whole Person Health” rather than being than being a transaction system.

Kapil Sibal

AVP, Software Engineering

What are Humana Studio_h Perks + Benefits

Humana Studio_h Benefits Overview

• 401(k) with 125% match on first 6% contributed
• Associate Incentive Plan (AIP)
• Personal Time Off (PTO)
• Two Personal Holidays in addition to other major holidays
• Volunteer Time Off (VTO)
• Tuition Assistance
• Parental Leave / Caregiver Leave
• Comprehensive medical, dental, and vision insurance with subsidized premiums
• Life & Disability Benefits
• Adoption Assistance
• $2,500 Associate Referral Bonus for qualified positions
• Wage Works parking and commutation pre-tax benefit
• Charitable Matching Gift Program
• Network Resource Groups

Culture
Volunteer in Local Community
Volunteerism at Humana is part of our DNA - each employee is given 2 full days per year to designate to the cause of their choice. Volunteer on your own or with your team.
Partners with Nonprofits
Humana Foundation, Bold Goal Initiatives + MANY MORE!!!
Eat Lunch Together
Intracompany Committees
Cross organization projects and initiatives, Network Resource Groups
Daily Stand-up
Open Door Policy
Team-Owned Deliverables
Team-Based Strategic Planning
Group Brainstorming Sessions
Pair Programming
Open Office Floor Plan
Diversity
Documented Equal Pay Policy
Dedicated Diversity/Inclusion Staff
Highly Diverse Management Team
Humana is ranked #42 on DiversityInc's Top 50 Companies for Diversity and Inclusion. Our CEO Bruce Broussard Chairs the Executive Diversity Council and sets our agenda.
Unconscious Bias Training
Humana is partnering with Cook Ross, renowned consulting firm with deep expertise in Unconscious Bias to ensure that everyone can bring their whole self to work.
Diversity Manifesto
Someone's Primary Function is Managing the Company's Diversity and Inclusion Initiatives
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Retirement & Stock Options Benefits
401(K)
Humana's retirement plan is administered by Charles Schwab and offers a broad selection of stocks, bonds and international index funds to choose from.
401(K) Matching
Humana provides employees with a 401(k) matching plan managed by Charles Schwab. We match 125% of contributions up to 6% of an employee's annual gross pay.
Performance Bonus
The Associate Incentive Plan, or AIP, enables us to recognize associates for their contributions to the company's performance and outstanding contributions to those we serve.
Match Charitable Contributions
The Humana Foundation will match your donation dollar for dollar up to $100 per calendar year; or $2 for every $1 if you donate to an active Humana Foundation grant recipient.
Child Care & Parental Leave Benefits
Generous Parental Leave
Parental Leave provides up to 6 weeks of paid time away from work to bond with your newly born, adopted, or fostered child. The Parental Leave benefits are available to both the primary and secondary
Flexible Work Schedule
Humana provides employees with a flexible work schedule that includes Core hours but is at the discretion of leadership.
Family Medical Leave
Employees who have been with the company for 12 months are eligible for 12 weeks of family medical leave.
Adoption Assistance
We reimburse up to $5000 for eligible adoption expenses and 6 weeks of paid leave, 6 weeks unpaid.
Vacation & Time Off Benefits
Generous PTO
Paid Volunteer Time
Our employees receive 16 hours per year of paid volunteer time.
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Humana offers a pre-tax commutation benefit through Wage Works.
Game Room
Relocation Assistance
Professional Development Benefits
Job Training & Conferences
Acme Co. offers employees professional development opportunities like Annual individual budget for training, Onsite training courses, The ability to attend job related conferences and seminars.
Tuition Reimbursement
Diversity Program
Lunch and Learns
Cross-Functional Training Encouraged
Promote from Within
Mentorship Program
Our mentorship program includes 1-to-1 program, 1-to-many program, Cross-department program, Career mentoring, Leadership mentoring.
Online Course Subscriptions Available
Paid Industry Certifications
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