The Bilingual Sales Support Supervisor works within thorough, prescribed guidelines and procedures; uses independent judgment requiring analysis of variable factors to solve basic problems; collaborates with management and top professionals/specialists in selection of methods, techniques, and analytical approach.
Bilingual Supervisor, Sales Support who will:
Answers internal and external agent and associate inquiries. Communicates with staff from other areas in the organization to resolve agent and member complaints. Maintains up-to-date associate records. Decisions are typically related to schedule, plans and daily operations. Performs escalated or more complex work of a similar nature, and supervises a group of support associates; coordinates and provides day-to-day oversight to associates. Ensures consistency in execution across teams. Holds team members accountable for established policies.
+ Manage a team between 15 - 30 associates (Bilingual and non-bilingual full-time inbound and/or outbound phone associates, Sales Support Rep 3, Sales Support Rep 4, etc.)
+ Provide guidance and leadership to associates and serve as a mentor for their day-to-day activities
+ Approve associates timesheets and PTO to ensure timely pay
+ Identify reasons for variation in individual performance and take appropriate actions that will result in improved performance
+ Analyze data to guarantee key performance measures are met, while aiding in the removal of barriers to success
+ Collaborate with HR through the planning and coordination of the recruitment process of full-time associates
+ Develop and identify readiness of full-time associates for next level
+ Monitor call queue to ensure service level and abandonment rates are within compliant range
+ Ensure appropriate staffing levels are achieved to manage the team effectively
+ Maintain proactive communication with other departments in the organization to ensure efficient, accurate, and timely responses to internal/external customer needs
+ Plan and conduct team engagement meetings
+ Engage and develop staff to meet over all department and personal goals
+ Collaborate with HR Shared Solutions regarding policy and procedures
+ Possible stretch assignments and projects
+ Previous Supervisor experience of 2+ years in customer service environment (within the past 10 years)
+ 1 or more years applied knowledge of customer service and/or call center processes and practices
+ Fully Bilingual English/Spanish. Must be able to speak, read, and write in both languages without limitations or assistance. If selected for the position, you will be required to take a Language Proficiency Assessment in English/Spanish. See Additional Information on testing
+ Must be able to work any shift up to 9pm EST and Saturdays and/or Sundays during peak periods
+ Must be able to work in office, based on business needs
+ Proficiency in all Microsoft Office Programs including Word, PowerPoint, and Excel
+ Excellent verbal, listening, and written communication skills
+ Aptitude for quickly learning and navigating new technology, systems and applications
+ Working knowledge of computers, or a demonstrated technical aptitude and an ability to quickly learn new systems
+ Positive engaged attitude and demonstrates high level of emotional intelligence
+ Ability to handle sensitive and/or confidential information
+ Willingness to commit to the role for a year
+ Applied time management skills
+ High-speed DSL or cable modem internet connection for a home office; a minimum standard speed for optimal performance of 10mb and 1 mb up. A dedicated space with a door that locks preventing ongoing interruptions
+ Associate or Bachelor's degree
+ Develop strategies for adapting to a constantly changing workload or unforeseen situations
+ Ability to anticipate reporting needs and identify areas for improvement
+ Healthcare experience
Any Humana associate who speaks with an agent in a language other than English must take a language proficiency assessment, provided by an outside vendor, to ensure competency. Applicants will be required to take the Interagency Language Rating (ILR) test as provided by the Federal Government.
If you have additional questions regarding this role posting, please send them to the Ask A Recruiter persona by visiting go/Buzz and searching Ask A Recruiter! Please be sure to provide the requisition number so we may be able to research your request quicker.
As part of our hiring process for this opportunity, we may contact you via text message and email to gather more information using a software platform called Modern Hire. Modern Hire Text, Scheduling and Video technologies allow you to interact with us at the time and location most convenient for you.
If you are selected to move forward from your application prescreen, you may receive correspondence inviting you to participate in a pre-recorded Voice, Text Messaging and/or Video interview. Your recorded interview will be reviewed and you will subsequently be informed if you will be moving forward to next round of interviews.
Alert: Humana values personal identity protection. Please be aware that applicants selected for leader review may be asked to provide a social security number, if it is not already on file. When required, an email will be sent from Humana@myworkday.com with instructions to add the information into the application at Humana's secure website
If you are an Internal Candidate and you have additional questions regarding this role posting, please send them to the Ask A Recruiter persona by visiting go/Buzz and searching Ask A Recruiter! Please be sure to provide the requisition number so we may be able to research your request quicker.
In order to support the CDC recommendations on social distancing and reduce health risks for associates, members and public health, Humana is deploying virtual and video technologies for all hiring activities. This position may be subject to temporary work at home requirements for an indefinite period of time.
These requirements include:
Access to a personal computing device with a camera, a minimum internet connection speed of 10m x 1m
Dedicated secure home workspace for interview or work purposes.
Humana continues to monitor the situation, and will adjust service levels as the corona virus situation evolves. The following changes are temporary and will be evaluated frequently with the goal of returning to normal operations as soon as possible. Your Talent Acquisition representative will advise on the latest recommendations to protect your health and well-being during the hiring process.
**Scheduled Weekly Hours**