Company name
Humana Inc.
Location
Metairie, LA, United States
Employment Type
Full-Time
Posted on
Feb 03, 2022
Profile
Job Information
Humana
Senior Consumer Experience Professional, Operational Readiness (Contact Center)
in
Metairie
Louisiana
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