Call Center Operations Manager - (Louisville, KY)

Role: Call Center Operations Manager Assignment: MarketPoint (Medicare Sales Organization) Location: Louisville, KY – Clocktower Assignment Capsule As a Call Center Operations Manager you will provide leadership to a team that supports Humana Medicare Sales Representatives and delegated sales agents. You develop and maintain call center operational goals, while driving increased performance and maximize customer satisfaction. In this role you will: Analyze associate performance data as well as customer interaction results to manage team's performance and make improvements to the servicing model while ensuring appropriate resources are in place at critical/key times. Motivate a team of five Frontline leaders & two consultants who manage the day-to-day operational activities for their teams. Assure adherence to budget and finances for the Call Center in a fiscally responsible manner. Influence or provide forecasting and planning activities to Sr Leadership team. Requirements: