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Humana
Humana
H1B Visa SponsorHealthcareHealthcare InsuranceInsurance
Humana is a healthcare and health insurance company focused on improving health outcomes for individuals, communities, and the broader healthcare system. Its work includes Medicare Advantage HMO, PPO, and PFFS plans serving populations such as seniors and military members. Humana also emphasizes an inclusive workplace built around belonging, mutual respect, and opportunities for employees to contribute to the company’s health-focused mission.
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Lead Sales Support at Humana — Remote, United States

Lead Humana’s healthcare call-center sales support strategy through performance analytics, routing governance, capacity planning, automation, and growth initiatives. Equip leaders with reporting, forecasts, operational insights, and cross-functional execution.

USUnited States
$104,000 – $143,000 / year
RemoteFull-timeSeniorEnglish RequiredSales

Description

  • Collaborate with the Call Center Director to shape and deliver sales, operational, and growth strategies
  • Evaluate call volume, conversion, eligibility, service levels, abandonment, productivity, quality, staffing, and campaign results
  • Turn performance patterns into recommendations, action plans, forecasts, and executive reporting
  • Contribute to annual and seasonal planning, including AEP, OEP, ROY, capacity models, sales targets, and contingency plans
  • Create business cases and scenario analyses that clarify risks, opportunities, trade-offs, and leadership decisions
  • Own the strategy, governance, and assessment of proficiency and priority routing
  • Use agent performance data to guide tiering, queue assignments, campaign access, and call distribution
  • Define routing criteria, review schedules, exception procedures, and approval requirements
  • Assess how routing changes affect conversion, productivity, service levels, quality, and customer experience
  • Coordinate routing updates with frontline leaders, Workforce Management, and Technology
  • Act as the connection between Call Center Operations and Technology, Product, Salesforce, Genesys, Reporting, and platform teams
  • Convert business needs into requirements, use cases, priorities, and acceptance criteria
  • Lead or contribute to improvements in call routing, IVR, queue prioritization, overflow, transfers, reporting, and agent workflows
  • Support planning, testing, implementation, readiness activities, and post-launch assessments
  • Find manual activities suitable for standardization or automation
  • Create scalable reporting tools and workflows
  • Lead organic growth programs designed to increase sales volume
  • Find growth opportunities through Book of Business outreach, outbound campaigns, retention, referrals, ancillary products, cross-channel partnerships, and customer re-engagement
  • Design pilots, implementation plans, success measures, and recommendations for scaling
  • Align growth plans with staffing, technology, training, scripting, compliance, compensation, and reporting needs
  • Direct cross-functional projects by defining objectives, milestones, owners, dependencies, risks, and success measures
  • Run working sessions, record decisions, monitor commitments, and escalate obstacles with proposed solutions
  • Give leaders scorecards, dashboards, performance insights, and decision-support materials
  • Contribute to daily, weekly, monthly, and seasonal operating reviews
  • Create policies, process guides, presentations, and operational tools
  • Keep reports, processes, projects, and business decisions properly documented
  • May provide daily direction and workflow oversight to Sales Support Professionals, contractors, or project resources
  • Serve as the Call Center Director’s delegate for assigned initiatives

Requirements

  • Bachelor’s degree or an equivalent combination of education and relevant experience
  • Experience in sales operations, analytics, workforce planning, reporting, project management, process improvement, or a related area
  • Ability to interpret complex data and turn findings into practical business recommendations
  • Advanced proficiency with Microsoft Excel, PowerPoint, Word, Teams, and related reporting or collaboration tools
  • Strong project management, organization, documentation, and execution capabilities
  • Strong written and verbal communication skills, including executive-level presentation experience
  • Ability to lead cross-functional initiatives and influence partners without direct authority
  • Ability to independently manage competing priorities in a fast-paced environment
  • Ability to work from a dedicated space without ongoing interruptions to safeguard member PHI/HIPAA information
  • Ability to provide internet service with at least 25 Mbps download and 10 Mbps upload
  • Preferred experience in Medicare, healthcare, insurance, regulated sales, or inbound call-center operations
  • Preferred experience with Salesforce, Genesys, Power BI, workforce management systems, or automation tools
  • Preferred knowledge of call-center performance metrics, forecasting, capacity planning, skills-based routing, and IVR or call-flow design
  • Preferred experience supporting technology implementations, organic growth initiatives, or seasonal sales readiness

Benefits

  • Bonus incentive plan tied to company and/or individual performance
  • Medical coverage
  • Dental coverage
  • Vision coverage
  • 401(k) retirement savings plan
  • Paid time off
  • Company holidays
  • Personal holidays
  • Paid parental leave
  • Paid caregiver leave
  • Short-term disability coverage
  • Long-term disability coverage
  • Life insurance
  • Remote work arrangement
  • Occasional travel to Humana offices for training or meetings
  • Dedicated home workspace required to protect member PHI/HIPAA information
  • Remote-work internet support, including minimum speed requirements and possible upgrade costs

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