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Humana CRM and Contact Center Lead - Remote Nationwide in Las Vegas, Nevada

Description

The Lead for CRM & Contact Center Technology is responsible for defining comprehensive solution roadmap for the Sales CRM and other technologies leveraged by the MarketPoint Contact Centers. This position would partner in the development of CRM use cases for implementation and integration with Humana enterprise solutions as well as serve in cross-departmental workgroups interacting with other departments such as legal, privacy, compliance and marketing. The lead would be responsible facilitating and support complex design discussions with both business and IT partners. This position would be key in our transition to the SAFe Agile Methodology through supporting work intake documenting a standard intake process and as well as support the implementation across work streams.

How we Value You

Benefits starting day 1 of employment

Competitive 401k match

Generous Paid Time Off accrual

Tuition Reimbursement

Parent Leave

Go365 perks for well-being

Responsibilities

The CRM and Contact Center Lead formulates and defines MarketPoint (Retail Sales) systems and objectives based on both user needs and a good understanding of applicable business systems and industry requirements. Devises or modifies sales and system procedures and processes to solve complex problems considering system capacity and limitations, operating time, and form of desired results. Validates benefits achieved from solution implementation. Advises executives to develop functional strategies (often segment specific) on matters of significance. Exercises independent judgment and decision making on complex issues regarding job duties and related tasks, and works under minimal supervision, Uses independent judgment requiring analysis of variable factors and determining the best course of action.

  • Leads deployment and operational efforts related to Microsoft Dynamics 365 CRM Platforms

  • Leads Dynamics 365 migration from on-premise to the cloud

  • Facilitates complex design discussions with both business and IT partners

  • Researches and implements cloud based call center technology such as Genesys, PureCloud, NICE, inContact or Five9 intelligent Cloud Contact Center

  • Supports transition to SAFe Agile Methodology and implement across work streams

  • Manages work intake for large scale SAFe Agile teams

  • Leads complex integration initiatives that span multiple areas of the enterprise

Required Qualifications

  • Bachelor's degree

  • 7+ years of experience in supporting complex business and technical initiatives

  • 2+ years of project and change leadership experience

  • 3+ years with CRM or Call Center experience

  • Demonstrated experience with process documentation and re-engineering

  • Ability to communicate effectively and deliver presentations to senior leaders

  • Comprehensive knowledge of all Microsoft Office applications, including Word, Excel, Power Point, and Visio

  • Must be passionate about contributing to an organization focused on continuously improving consumer experiences

Preferred Qualifications

  • MBA or other Advanced Degree

  • SAFe Agile experience

  • Six Sigma certification

  • Experience producing metrics, measurements and trend reports

  • Experience in problem analysis and process

Additional Information

Our Hiring Process

As part of our hiring process for this opportunity, we may contact you via text message and email to gather more information using a software platform called Modern Hire. Modern Hire Text, Scheduling and Video technologies allow you to interact with us at the time and location most convenient for you.

If you are selected to move forward from your application prescreen, you may receive correspondence inviting you to participate in a pre-recorded Voice, Text Messaging and/or Video interview. Your recorded interview will be reviewed and you will subsequently be informed if you will be moving forward to next round of interviews

If you have additional questions regarding this role posting and are an Internal Candidate, please send them to the Ask A Recruiter persona by visiting go/Buzz and searching Ask A Recruiter! Please be sure to provide the requisition number so we may be able to research your request quicker.

In order to support the CDC recommendations on social distancing and reduce health risks for associates, members and public health, Humana is deploying virtual and video technologies for all hiring activities. This position may be subject to temporary work at home requirements for an indefinite period of time. These requirements include access to a personal computing device with a camera, a minimum internet connection speed of 10m x 1m (satellite and/or wireless internet connections are NOT permitted for Work at Home roles) and a dedicated secure home workspace for interview or work purposes. Humana continues to monitor the situation, and will adjust service levels as the coronavirus situation evolves. The following changes are temporary and will be evaluated frequently with the goal of returning to normal operations as soon as possible. Your Talent Acquisition representative will advise on the latest recommendations to protect your health and wellbeing during the hiring process. #ThriveTogether #WorkAtHome

Scheduled Weekly Hours

40

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