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Humana Supervisor, Inbound Contacts in Boston, Massachusetts


The Supervisor, Inbound Contacts represents the company by addressing incoming telephone, digital, or written inquiries. The Supervisor, Inbound Contacts 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.


The Supervisor, Inbound Contacts addresses customer needs which may include complex benefit questions, resolving issues, and educating members. Records details of inquiries, comments or complaints, transactions or interactions and takes action in accordance to it. Escalates unresolved and pending customer grievances. Decisions are typically are related to schedule, plans and daily operations. Performs escalated or more complex work of a similar nature, and supervises a group of typically support and technical associates; coordinates and provides day-to-day oversight to associates. Ensures consistency in execution across team. Holds team members accountable for following established policies.

Will lead a team of 16-20 associates.

  • Required Qualifications

  • High School Diploma or GED

  • Experience working in a high volume Inbound and or outbound Call Center that may handle quality call resolution

  • Working experience working in a healthcare environment

  • 1+ years experience leading projects, subject matter expert, team lead or prior leadership experience

  • Experience working in a heavy metric based environment

  • Intermediate or above Proficiency in Microsoft Office applications, including: Outlook, Word and Excel (VLookUp and Pivot tables)

  • Excellent verbal and written communication skills

  • Must be passionate about contributing to an organization focused on continuously improving consumer experiences Additional Requirements: Hours: Must be able wok an 8 hour shift Monday through Friday between the hours of 8:00 AM to 8:00 PM - rotating weekends and or holidays. Hours are subject to change based on business needs - Leader will discuss during the interview Work style/Location: Position will permanently report to a remote/work at home office. Travel 15% Preferred Qualifications

  • Associate's or Bachelor's Degree

  • 1+ years experience working on escalated call line, providing support to inter-department for Inbound Contact Representatives

  • Prior work experience in an operational setting

  • Leadership experience within a call center environment to include hiring, training, coaching, and up to termination.

  • Previous experience with coordinating and leading projects and tasks

  • Bilingual (English and Spanish); with the ability to pass a language assessment Additional information 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: Upon Interview

  • A personal computing device with a camera, a minimum internet connection speed of 10m x 1m,

  • A dedicated secure home workspace for interview or work purposes. Upon Hire

  • Minimum internet hardwired internet speed of 10m x 1m, (Satellite, Wireless and or Hot Spot service are prohibited)

  • A dedicated secure home workspace for interview or work purposes.

  • Equipment will be provided for home office useHumana 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. Interview Format As part of our hiring process for this opportunity, we will be using a technology called Montage Voice which allows us to quickly connect and gain valuable information from you about your relevant experience.If you are selected for a phone screen you will receive an email inviting you to participate in a Montage Voice interview. During this call you will be asked a set of questions pertaining to this particular role and you will provide recorded responses. The entire process takes about 15-20 minutes and can be done at your convenience. Your responses will be reviewed and you will be informed if you were selected for an in person or video interview, depending on your location.

Scheduled Weekly Hours