Director, Sales Call Quality

at Humana in Springfield, Illinois, United States

Job Description

Become a part of our caring community and help us put health first

The Director, Call Quality monitors and evaluates the quality of inbound and/or outbound customer service calls. Documents quality issues and performance measures. The Director, Call Quality requires an in-depth understanding of how organization capabilities interrelate across all sales channels.

The Director of Call Quality leads the call quality team by utilizing data capabilities to identify agents who would benefit from coaching and formal education processes to improve sales results and consumer experience. Director will assist in strategic development of process automation and measurements of effectiveness. Director will represent the quality program to MarketPoint mangement team and externally to sales partners and/or regulatory parties. Decisions are typically related to the implementation of new/updated programs or large-scale projects for the support of sales growth and improved quality, and supporting technical/operational procedures and processes, and implements strategic plans, drives goals and objectives, and improves performance. Provides input into functions strategy.

Use your skills to make an impact

Required Qualifications

+ 3 or more years of customer service experience in sales

+ 3 or more years of management experience in customer service/sales

+ Proven track record of presenting to all levels of leadership

+ Experience with prioritizing and balancing multiple responsibilities and projects

+ Must be passionate about contributing to an organization focused on continuously improving consumer experiences and sales growth

Preferred Qualifications

+ Bachelor’s Degree or higher

+ Call Center/Contact Center Operations/Large Scale Sales leadership

+ Experience with innovative automation for call listening capabilities

Scheduled Weekly Hours

40

Pay Range

The compensation range below reflects a good faith estimate of starting base pay for full time (40 hours per week) employment at the time of posting. The pay range may be higher or lower based on geographic location and individual pay will vary based on demonstrated job related skills, knowledge, experience, education, certifications, etc.$112,400 – $154,900 per yearThis job is eligible for a bonus incentive plan. This incentive opportunity is based upon company and/or individual performance.

Description of Benefits

Humana, Inc. and its affiliated subsidiaries (collectively, ‘Humana’) offers competitive benefits that support whole-person well-being. Associate benefits are designed to encourage personal wellness and smart healthcare decisions for you and your family while also knowing your life extends outside of work. Among our benefits, Humana provides medical, dental and vision benefits, 401(k) retirement savings plan, time off (including paid time off, company and personal holidays, volunteer time off, paid parental and caregiver leave), short-term and long-term disability, life insurance and many other opportunities.

About us

Humana Inc. (NYSE: HUM) is committed to putting health first – for our teammates, our customers and our company. Through our Humana insurance services and CenterWell healthcare services, we make it easier for the millions of people we serve to achieve their best health – delivering the care and service they need, when they need it. These efforts are leading to a better quality of life for people with Medicare, Medicaid, families, individuals, military service personnel, and communities at large.

Equal Opportunity Employer

It is the policy of ?Humana not to discriminate against any employee or applicant for employment because of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or because he or she is a protected veteran. It is also the policy of ?Humana?to take affirmative action to employ and to advance in employment, all persons regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or protected veteran status, and to base all employment decisions only on valid job requirements. This policy shall apply to all employment actions, including but not limited to recruitment, hiring, upgrading, promotion, transfer, demotion, layoff, recall, termination, rates of pay or other forms of compensation and selection for training, including apprenticeship, at all levels of employment.

Humana complies with all applicable federal civil rights laws and does not discriminate on the basis of race, color, national origin, age, disability, sex, sexual orientation, gender identity or religion. We also provide free language interpreter services. See our https://www.humana.com/legal/accessibility-resources?source=Humana_Website.