Senior Consumer Experience Professional Operational Readiness Contact Center

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Job Information

Humana

Senior Consumer Experience Professional, Operational Readiness (Contact Center)

in

Glen Allen

Virginia

Description

The Sr Consumer Experience Professional - Consumer Experience Center Platform Operational Readiness associate will oversee the development and execution of readiness plans for operations migrating to the Genesys platform and the continuous deployment of its associated capabilities.

This role requires a maniacal focus on experience, ensuring platform changes introduced to business operations land with excellence and achieve expected outcomes.

Responsibilities

The Senior Consumer Experience Professional will leverage multiple inputs to design line of business operational readiness plans for the migration to the Customer Experience Center Platform, a Genesys Cloud solution. The readiness plans and activities will include pre-deployment, deployment and post deployment events to ensure excellence in platform migration activities and delivery in alignment with the line of business strategy.

The incumbent will be responsible for leading cross functional and cross organizational teams through moderately complex to complex issues regarding technical approach for deployment.

Primary Responsibilities

Develop and implement operational readiness framework to define and measure success

Leverage operational readiness framework and metrics to partner with key stakeholders to ensure operational readiness and value delivery for platform changes to business operations

Drive improvements on key performance indicators(i.e. NPSt, Agent Knowledge, Defects, Issue Resolution)

Develop playbook(s) to create governance and standardized, lean process for implementing pre deployment, deployment and post deployment rigor

Partner with key stakeholders to support or quarterback deployment command centers, rapid response, and service recovery efforts, reducing mean time to issue resolution

Required Qualifications

3-5 years working with contact center-related change management and operational readiness

Critical thinker who anticipates team needs, takes initiative to present ideas, ask questions, and exhibit a commitment to pursuit of excellence

Exceptional communication skills, both written and verbal (including public speaking)

Experience with SDLC management (Agile and Waterfall) and workflow development

Demonstrated process development and data-driven continuous improvement experience

Must have ability to support occasional after-hours deployments based on business need (may include weekends)

Work-At-Home Requirements

WAH requirements: Must have the ability to provide a high speed DSL or cable modem for a home office (Satellite and Wireless Internet service is NOT allowed for this role). A minimum standard speed for optimal performance of 25x10 (25mpbs download x 10mpbs upload) is required.

A dedicated space lacking ongoing interruptions to protect member PHI / HIPAA information

Preferred Qualifications

Bachelor's degree

Experience deploying Genesys Cloud solution

Covid-19 Vaccine Policy

For this job, associates are required to be fully COVID vaccinated, including booster or undergo weekly COVID testing and wear a face covering while at work. The weekly testing will need to be done through an approved Humana vendor, and unvaccinated associates should follow all social distancing and masking protocols if they are required to come into a Humana facility or work outside of their home. We are a healthcare company committed to putting health and safety first for our members, patients, associates, and the communities we serve.

If progressed to offer, you will be required to:

Provide proof of full vaccination, including booster or commit to testing protocols

*OR  *

Provide proof of applicable exemption including any required supporting documentation

Medical, religious, state and remote-only work exemptions are available.

Scheduled Weekly Hours

40

Company info

Humana Inc.
Website : http://www.humana.com