Humana is looking for a Technology Solution Implementation Professional II to deliver new solutions that meet business needs, specializing in dialer administration. You'll manage and optimize outbound dialing solutions to ensure seamless operations and maximum productivity for our calling campaigns.
What You'll Do
- Collaborate with business partners to align on daily outbound dialing strategy and ensure system readiness.
- Monitor and maintain the dialer system to ensure it functions as expected throughout the day.
- Create and configure calling campaigns based on specific business needs.
- Oversee data uploads and manage calling lists.
- Provide training and support to agents and supervisors on dialer usage, best practices, and troubleshooting.
What We're Looking For
- Proven experience as a Dialer Administrator or in a similar call center role.
- In-depth knowledge of dialer systems like Avaya, Five9, or Genesys.
- Prior experience problem solving and consulting with auto-dialer platforms.
- Proficient in analyzing and manipulating data using Microsoft Excel.
- Experience presenting to and interacting with all levels of the organization, including senior leadership.
- Excellent communication and interpersonal skills.
- Ability to multitask, prioritize, and work under pressure in a fast-paced environment.
Nice to Have
- Familiarity with outbound calling campaign and dialing strategies.
- Undergraduate degree in Business Administration, Computer Science, or a related field.
- Certification or training in dialer administration or call center management.
- Experience with scripting languages like SQL or Power Shell for data manipulation and reporting.
- Experience in IT business analysis and technical writing.
- Proven ability to manage through ambiguity and drive change.
- Product management experience.
Technical Stack
- Dialer Platforms: Avaya, Five9, Genesys
- Tools: Microsoft Excel, SQL, Power Shell
Team & Environment
You will report to the Manager, Workforce Management.
Benefits & Compensation
- Compensation range: $60,800 - $82,900 per year.
- Medical, dental, and vision benefits.
- 401(k) retirement savings plan.
- Comprehensive time off, including paid time off, holidays, volunteer time off, and paid parental and caregiver leave.
- Short-term and long-term disability insurance.
- Life insurance.
Work Mode
This role is remote.
It is the policy of Humana not to discriminate against any employee or applicant for employment because of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or protected veteran status.
