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Frontline Leader - Service Operations - (Role Number: 186884)

02/01/2018Call Center
Job Location:
Tampa, FL
Metro Area:
FL - Tampa
Company Name: Humana Inc.
Website:  Click to Visit
Role: Frontline Leader

Assignment: Service Operations

Location: Tampa, FL


At CarePlus we are more than just a brand, we are a team of associates that strive to give our members what they need to stay happy and healthy. We encourage our people to build relationships that inspire, support, and challenge them. We promote lifelong well-being by giving our associates fresh perspective, new insights, and exciting opportunities to grow their careers. At CarePlus, were seeking innovative people who want to make positive changes in their lives, the lives of our members, and the healthcare industry as a whole.


Assignment Capsule

Be a part of the Service Operations world by leading a team of service professionals in a fast-paced and metric-driven environment.


Humana is seeking a Service Operations Front Line Leader who will currently: directly lead and guide 1 Production Lead and 10-15 associates in delivering service and operational excellence through the consistent application of Human Capital strategies which focus on continuous improvement in the areas of contributions, competencies and performance.

  • Ensure appropriate staffing levels are achieved to ensure resources are managed effectively
  • Provide guidance and leadership to associates and serve as a mentor for their day-to-day activities
  • Responsible for managing the production requirements of a call center
  • Identify reasons for variation in individual performance and take appropriate actions that will result in improved performance
  • Analyze data to guarantee key performance measures are met, while aiding in the removal of barriers to success
  • Maintain proactive communication with other departments to ensure efficient, accurate and timely responses to internal/external customer needs 

Role Essentials

  • High School Diploma or equivalent
  • Previous leadership experience
  • Prior work experience in a production based call center environment
  • Strong time management and team building skills
  • Strong communication skills
  • Ability to travel as needed to monitor WAH associates
  • Intermediate in Microsoft Office Word & Excel

Role Desirables

  • Associates or Bachelors Degree
  • Knowledge of the healthcare industry
  • Knowledge of Access & PowerPoint
  • Previous training experience

Reporting Relationships

  • You will have 10-15 direct reports, and you will report to a department manager. This area is under the leadership of the SVP & Chief Operating Officer.

Interview Format


As part of our hiring process for this opportunity, we will be using an exciting interviewing technology called Montage Voice to enhance our hiring and decision-making ability. Montage Voice allows us to quickly connect and gain valuable information from you pertaining to your relevant skills and experience at a time that is best for your schedule.

 If you are selected for a first round interview, you will receive an email correspondence (please be sure to check your spam or junk folders often to ensure communication isnt missed) inviting you to participate in a Montage Voice interview. In this interview, you will listen to a set of interview questions over your phone and you will provide recorded responses to each question. You should anticipate this interview to take about 15 to 30 minutes. Your recorded interview will be reviewed and you will subsequently be informed if you will be moving forward to next round of interviews.


Additional Information

Humana is an organization with careers that change livesincluding yours. As an innovator in the fast-paced industry of healthcare, we offer our associates careers that challenge, support and inspire them to use their passion for helping others and to lead their best lives. If youre ready to help people achieve lifelong well-being, and be a part of an organization that is growing and poised to make an impact on the future of healthcare, Humana has the right opportunity for you.


Please be advised, the role opportunity displayed here is for CarePlus - a wholly owned subsidiary of Humana Inc.


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