Lead Sales Support

🔥 4 minutes ago

🇺🇸 United States – Remote

💵 $104k - $143k / year

⏰ Full Time

🟠 Senior

🤑 Sales

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 0%

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Humana

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1961

🏥 Healthcare

🛡️ Insurance

⚕️ Healthcare Insurance

Healthcare • Insurance • Healthcare Insurance

Humana is a healthcare company dedicated to making a positive impact on the health of individuals, communities, and the healthcare system as a whole. With a focus on putting health first, Humana serves a diverse range of populations, including seniors and the military, providing Medicare Advantage HMO, PPO, and PFFS plans. Humana is committed to fostering a culture of belonging and mutual respect, offering competitive and flexible benefits to ensure the financial security of its employees and their families. The company prides itself on creating an inclusive workplace where everyone has the opportunity to succeed.

📋 Description

• Partner with the Call Center Director to develop and execute sales, operational, and growth strategies • Analyze call volume, conversion, eligibility, service level, abandonment, productivity, quality, staffing, and campaign performance • Translate performance trends into recommendations, action plans, forecasts, and executive-level reporting • Support annual and seasonal planning, including AEP, OEP, ROY, capacity modeling, sales targets, and contingency planning • Develop business cases and scenario models identifying risks, opportunities, trade-offs, and leadership decisions • Lead strategy, governance, and evaluation of proficiency and priority routing • Analyze agent performance to inform tiering, queue assignments, campaign access, and call distribution • Establish routing criteria, review cadences, exception processes, and approval requirements • Measure routing-change impact on conversion, productivity, service levels, quality, and customer experience • Partner with frontline leaders, Workforce Management, and Technology on routing adjustments • Serve as liaison between Call Center Operations and Technology, Product, Salesforce, Genesys, Reporting, and platform teams • Translate business needs into requirements, use cases, priorities, and acceptance criteria • Lead or support enhancements involving call routing, IVR, queue prioritization, overflow, transfers, reporting, and agent workflows • Participate in planning, testing, implementation, readiness, and post-launch evaluation • Identify manual processes for standardization or automation • Build scalable reporting tools and workflows • Lead organic growth initiatives to increase sales volume • Identify opportunities through Book of Business outreach, outbound campaigns, retention, referrals, ancillary products, cross-channel partnerships, and customer re-engagement • Develop pilots, implementation plans, success measures, and scaling recommendations • Connect growth plans to staffing, technology, training, scripting, compliance, compensation, and reporting requirements • Lead cross-functional projects by establishing objectives, milestones, owners, dependencies, risks, and success measures • Facilitate working sessions, document decisions, track commitments, and escalate barriers with recommended solutions • Provide leaders with scorecards, dashboards, performance insights, and decision-support materials • Support daily, weekly, monthly, and seasonal operating reviews • Develop policies, process guides, presentations, and operational tools • Maintain documentation for reports, processes, projects, and business decisions • May provide day-to-day direction and workflow oversight to Sales Support Professionals, contractors, or project resources • Act as delegate for the Call Center Director on assigned initiatives

🎯 Requirements

• Bachelor’s degree or equivalent combination of education and relevant experience • Experience in sales operations, analytics, workforce planning, reporting, project management, process improvement, or a related field • Ability to analyze complex data and convert findings into actionable business recommendations • Advanced proficiency in Microsoft Excel, PowerPoint, Word, Teams, and related reporting or collaboration tools • Strong project management, organization, documentation, and execution skills • Strong written and verbal communication skills, including executive-level presentations • Ability to lead cross-functional initiatives and influence partners without direct authority • Ability to manage multiple priorities independently in a fast-paced environment • Work from a dedicated space without ongoing interruptions to protect member PHI/HIPAA information • Self-provided internet service with at least 25 Mbps download and 10 Mbps upload • Preferred: Experience in Medicare, healthcare, insurance, regulated sales, or inbound call center operations • Preferred: Experience with Salesforce, Genesys, Power BI, workforce management systems, or automation tools • Preferred: Knowledge of call center performance metrics, forecasting, capacity planning, skills-based routing, and IVR or call-flow design • Preferred: Experience supporting technology implementations, organic growth initiatives, or seasonal sales readiness

🏖️ Benefits

• Bonus incentive plan based on company and/or individual performance • Medical benefits • Dental benefits • Vision benefits • 401(k) retirement savings plan • Paid time off • Company holidays • Personal holidays • Paid parental leave • Paid caregiver leave • Short-term disability • Long-term disability • Life insurance • Remote work arrangement • Occasional travel to Humana offices for training or meetings • Dedicated home workspace requirement to protect member PHI/HIPAA information • Internet service support for remote work, including minimum speed requirements and potential upgrade requirement