Lead Sales Support

• 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 clear 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 that identify risks, opportunities, trade-offs, and required leadership decisions.

• Lead the strategy, governance, and ongoing 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 the impact of routing changes on conversion, productivity, service levels, quality, and customer experience.
• Partner with frontline leaders, Workforce Management, and Technology to implement timely routing adjustments.

• Serve as a business liaison between Call Center Operations and Technology, Product, Salesforce, Genesys, Reporting, and other platform teams.
• Translate business needs into clear 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 reporting and operational processes that can be standardized or automated.
• Build scalable reporting tools and workflows that improve accuracy, reduce manual effort, and accelerate decision-making.

• Lead the strategy, ideation, execution, and measurement of organic growth initiatives designed 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 recommendations for scaling effective initiatives.
• 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 measures of success.
• Facilitate working sessions, document decisions, track commitments, and escalate barriers with recommended solutions.

• Provide leaders with actionable scorecards, dashboards, performance insights, and decision-support materials.
• Support consistent daily, weekly, monthly, and seasonal operating reviews.
• Develop policies, process guides, presentations, and operational tools that improve execution.
• Maintain documentation for critical 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 a delegate for the Call Center Director on assigned strategic and operational initiatives.

Use your skills to make an impact

• Bachelor's degree

equivalent combination of education and relevant experience.

• Experience in sales operations, analytics, workforce planning, reporting, project management, process improvement, or a related field.
• Demonstrated 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.

• Experience in Medicare, healthcare, insurance, regulated sales, or inbound call center operations.
• Experience with Salesforce, Genesys, Power BI, workforce management systems, or automation tools.
• Knowledge of call center performance metrics, forecasting, capacity planning, skills-based routing, and IVR or call-flow design.
• Experience supporting technology implementations, organic growth initiatives, or seasonal sales readiness.

Work at Home Requirements: To ensure Home or Hybrid Home/Office employees' ability to work effectively, the self-provided internet service of Home or Hybrid Home/Office employees must meet the following criteria: At minimum, a download speed of 25 Mbps and an upload speed of 10 Mbps is required; wireless, wired cable or DSL connection is suggested. In certain roles, the minimum recommended internet speed required by Humana may not be sufficient for business needs. Humana reserves the right to require associates to upgrade their internet service if necessary. Work from a dedicated space lacking ongoing interruptions to protect member PHI / HIPAA information. Travel: While this is a remote position, occasional travel to Humana's offices for training or meetings may be required.