Director of Call Center Technology Enablement - Remote

Overview

The Director of CenterWell Call Center Technology Enablement will lead initiatives to enhance the performance and efficiency of contact center operations, overseeing a team focused on technology implementations and operational transformation.

In Short

• Lead execution of CenterWell and Humana-wide initiatives
• Oversee project managers and technology enablement experts
• Manage cross-functional programs for technology implementations
• Drive operational transformation across contact center organization
• Optimize call center technologies including CRM and AI tools
• Build and lead a high-performing team
• Ensure stakeholder communication and project alignment
• Develop project roadmaps and manage budgets
• Engage with leaders across various departments
• Foster a culture of accountability and continuous improvement

Requirements

• Bachelor's Degree or equivalent experience
• 12+ years of operational experience in a call center environment
• 7+ years of management experience
• Experience with project management and process design
• Ability to manage multiple tasks and deadlines
• Effective communication skills
• Experience with budget oversight
• Prior experience in healthcare or insurance setting preferred
• Six Sigma or Lean experience preferred
• Demonstrated problem-solving skills

Benefits

• Medical, dental and vision benefits
• 401(k) retirement savings plan
• Paid time off and holidays
• Short-term and long-term disability
• Life insurance
• Opportunities for personal and professional growth
• Flexible scheduling options
• Leadership development programs
• Career coaching
• Bonus incentive plan eligibility