Viscardi Center Jobs

An employer membership organization and comprehensive resource for disability employment best practices.
National Business and Disability Council mobile logo

Job Information

Humana Manager, Vendor Management Operations in Tampa, Florida

Description

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.

Responsibilities

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.

Primary Responsibilities

  • 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

Required Qualifications

  • 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

Preferred Qualifications

  • 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

40

About Us

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.

Equal Opportunity Employer

It is our policy to recruit, hire, train, and promote people without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity or expression, disability, or veteran status, except where age, sex, or physical status is a bona fide occupational qualification. View the EEO is the Law poster.

If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact mailboxtasrecruit@humana.com for assistance.

Humana Safety and Security

Humana will never ask, nor require a candidate provide money for work equipment and network access during the application process. If you become aware of any instances where you as a candidate are asked to provide information and do not believe it is a legitimate request from Humana or affiliate, please contact mailboxtasrecruit@humana.com to validate the request.

DirectEmployers