Role: Senior Call Center IT Manager Assignment: Technology Location: Lousiville, KY
In the fast-paced, ever-growing world of Healthcare, Humana relies on the latest technology and trends for sharing and storing information, communication and security. We need experts in technology to help us develop and maintain our networks, hardware, and software—to ensure our systems run smoothly and efficiently, keep us on the forefront of innovation in healthcare, and retain our competitive edge. At Humana, we want to help people everywhere, including our associates lead their best lives and achieve lifelong well-being. We look for talented individuals who share this passion for helping others, who have naturally curious and innovative minds, and who want a career where they can use their technical skills to make a positive impact on the lives of our members.
Assignment Capsule Be a strategic leader in cutting edge Healthcare technology!
Humana is seeking an Sr. Technical Manager-Call Center that will support Humana's value proposition by providing leadership and direction to the IT team responsible for addressing the differing infrastructure needs of the company’s various Contact Centers. A primary objective of this role is driving continuous operational improvement of Contact Center environments by evaluating and taking advantage of technology advancement opportunities. The role incumbent will manage the work of their team, overseeing estimates, commitments, resource allocation, infrastructure lifecycles, and budgets. They also lead the people on their team, helping each team member develop and grow personally and professionally. * Lead design & architecture team to build and refine estimates for proposed or assigned work and capabilities to be delivered by their area.
Define, track, and report delivery commitments, including description, date, and dependencies, to the project managers and other stakeholders.
Manage the life cycle for each technology owned by the team, and factor this information into estimates, commitments, and roadmaps.
Manage the architectural and related documentation for each technology owned by the team, ensuring that the documentation is current and adequate.
Implement IT strategies as applicable, such as DevOps or Operational Readiness.
Ensure that the work of their team meets standards for quality.
Develop and execute quality and satisfaction action plans as necessary.
Manage the budgets for their team (operating and subarea).
Know and manage the Total Cost of Ownership for any technology or application owned by their team.
Manage and develop the talent on their team, including engagement, well-being, and IDP creation, refining, and execution, with the goal of building and maintaining a high-performing team.
Serve as the point of contact for project managers (PMs), program managers (PgMs), and business technology leaders (BTLs) that interact with their team.
Experience running large, high performance 24X7 call centers
Significant people leadership experience
Proven track record of providing thought leadership and consultation in large corporate setting
Strong technical acumen Role Desirables
Degree in Computer Science, Information Technology or a related field
Prior experience in the health solutions industry Reporting Relationships
You will have 4 direct reports with 40 associates and contractors reporting up through these direct reports. You will report to a Technology Director. This area is under the leadership of the SVP & Chief Information Officer.
Title: SENIOR TECHNICAL MANAGER, CALL CENTER TECHNOLOGY
Requisition ID: 176171
Humana Inc., headquartered in Louisville, Ky., is a leading health care company that offers a wide range of insurance products and health and wellness services that incorporate an integrated approach to lifelong well-being. By leveraging the strengths of its core businesses, Humana believes it can better explore opportunities for existing and emerging adjacencies in health care that can further enhance wellness opportunities for the millions of people across the nation with whom the company has relationships.