Manager Call Quality - MarketPoint

Profile

Description

The Call Quality Manager in Direct Marketing Services support sales teams, in a call center setting, responsible for selling Humana Medicare and Individual Dental and Vision products. Responsibilities include hiring, coaching, leading and managing the performance of a team of up to 10 Call Quality Professionals as well as overseeing campaigns and projects that impact the DMS organization. The Call Quality Manager plays a crucial role in DMS by ensuring that processes, campaigns, and calls are meeting the Regulatory and Humana standards of quality and that consumers and members are given a perfect telesales experience.

Responsibilities

The Call Quality Manager leads a team of Call Quality Professionals providing information that will assist in the feedback and the formal education process of DMS Sales Agents and leaders. Will oversee the Call Quality process which includes call monitoring, call evaluations, feedback and insights to achieve and improve call quality results. May also assist in the development of monitoring standards and act as a subject matter expert. Decisions are typically related to resources, approach, and tactical operations for projects and initiatives involving own departmental area. Requires cross departmental collaboration, and conducts briefings and area meetings; maintains frequent contact with other leaders across the department. The Call Quality team engages associates and operational leaders alike to ensure optimal consumer experiences through compliant practices that bring value to the organization. This engagement includes call calibrations, call reviews, collaborative feedback to sales agents, and more.

Required Qualifications:


Ability to work schedules that include evenings and weekends
Experience with prioritizing and balancing multiple responsibilities and projects
Knowledgeable with Microsoft Office products including Word, Excel and PowerPoint
2 years of direct or indirect leadership experience including coaching/feedback
Experience collaborating amongst diverse business groups
Active Health license or ability to obtain within 30 days of start date
Strong written and verbal communication skills


Preferred Qualifications:


Preferred locations would be: Phoenix, AZ, Madison, WI, Miramar, FL, Tampa, FL or San Antonio, TX
3 years of management experience
Applied knowledge of Direct Marketing Processes
Prior experience in Telesales, Customer Service and/or Quality Assurance
Ability to hold others accountable and maintain a professional work environment
Bachelor's Degree/Master's Degree
Experience using call monitoring technology such as Verint or Mattersight a plus
Bilingual in English/Spanish with the ability to speak, read and write in both languages without limitations or assistance
Call Center/Contact Center Operations leadership


Additional Information

The primary location is Phoenix; however, can be worked remotely.

Any Humana associate who speaks with a member in a language other than English must take a language proficiency assessment, provided by an outside vendor, to ensure competency. Applicants will be required to take the Interagency Language Rating (ILR) test as provided by the Federal Government.

Scheduled Weekly Hours

40

Company info

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