Humana Manager, Vendor Management Operations in Tampa, Florida
The Manager, Partner Management Operations is responsible for the daily activities across multiple service functions area. The Manager, Consumer Service Operations works within specific guidelines and procedures; applies advanced technical knowledge to solve moderately complex problems; receives assignments in the form of objectives and determines approach, resources, schedules and goals.
The Manager, Vendor Management Operations will support multiple contact center BPO suppliers covering 8+ sites and >1,000 associates both domestic and nearshore within the Individual Medicare segment This role will be Humana’s primary liaison into the BPO supplier’s day-to-day activities and deliverables. This role will ensure the suppliers are compliant, meet staffing expectations and achieve desired performance and service outcomes. This role is both near term tactical (day-to-day) as well as strategic (3-6 month planning). Requires cross-departmental collaboration, communication skills, and conducts business reviews with suppliers and internal executive stakeholders.
This position will require up to 50% overnight travel depending on business needs.
Strong collaboration and partnership with the rest of Humana teams including Member Support, IT, Legal, Compliance, Procurement, and Security Operations
Run weekly vendor business reviews, QA calibrations, and workforce management syncs
Evaluate how sites are performing, understand how performance supports the vendor’s contractual SLAs, and how each vendor site is performing relative to their peers
Understand the agent forecasting process, coordination of site scheduling, intra-day management, and workload forecasting processes
Bachelor's Degree or equivalent work experience
4 years of progressive operational experience in a call center, or operational environment
Previous experience with client and/or vendor management
Ability to monitor and recommend improvements to increase team productivity by providing expert advice and assistance to other associates, as needed
Prior demonstrated experience with project management, process improvement or process design
Ability to manage multiple tasks and deadlines with attention to detail
Effective communication skills; ability to speak with line associates and deliver presentations to senior leaders of Humana
Demonstrated problem solving skills; ability to give direction and make sound business decisions
2+ years leadership experience over a large metric-intensive multi-site operational units with a span of control of 250+ associates a PLUS
Prior Experience in healthcare or insurance setting
Strong understanding of Human Resource principles
Strong financial acumen as it pertains to invoicing, budget planning
Six Sigma or Lean experience
Scheduled Weekly Hours
Mission: At Humana, our cultural foundation is aligned to helping members achieve their best health by delivering personalized, simplified, whole-person healthcare experiences. Recognizing healthcare needs continue to evolve for each person, for each family and for each community, Humana continuously creates innovative solutions and resources that help people live their healthiest lives on their terms –when and where they need it. Our employees are at the heart of making this happen and that’s why we are dedicated to building an organization of dynamic talent whose experience and passion center on putting the customer first.
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