Humana · 1 month ago
Supervisor, Consumer Service Operations
Louisville, KY
Full-time
Onsite
Entry, Mid Level
$59K/yr - $81K/yr
2+ years expHumana Inc. is committed to putting health first for their teammates and customers. The Supervisor, Consumer Service Operations is responsible for overseeing daily activities across service functions, providing support to call center associates, and ensuring alignment with departmental goals through performance management and coaching.
Health CareHealth InsuranceInsuranceVenture Capital
Responsibilities
Setting clear expectations and managing performance effectively ensuring advocate contributions are aligned with departmental and organizational goals
Consistently monitor progress against established goals using performance data and key metrics. Conduct regular check-ins, such as weekly or monthly reviews, to assess progress and address challenges promptly
Provide timely, constructive, and actionable feedback to advocates. Encourage advocates seek and offer feedback to foster a culture of continuous improvement and trust. Leverage technology (e.g., Workday, Teams) for real-time feedback
Identify areas for professional growth through ongoing coaching, training, and development opportunities. Collaborate with advocates on Individual Development Plans (IDPs) and encourage participation in both internal and external learning initiatives
Conduct robust, formal performance reviews at least annually, summarizing achievements, areas for recognition, and developmental opportunities. Link individual performance outcomes to departmental and organizational priorities and document progress and feedback in relevant systems
Maintain up-to-date knowledge of all relevant systems, platforms, and documented procedures. This includes understanding process systems, compliance support, and platforms such as DUET, Customer Interface, CRM, as well as staying informed about any changes that may impact operational performance
Communicate operational updates, changes, and expectations in a timely and clear manner. Foster an environment of collaboration and leadership by participating in meetings, sharing ideas for process improvement, and ensuring that all advocates are aligned with organizational objectives
Encourage active participation from advocates in department activities and initiatives. Support team engagement through regular feedback, training, and opportunities for professional growth, thereby strengthening overall team effectiveness
Provide real-time assistance on the floor, engage in team and management chats to resolve issues, and facilitate smooth operations
Assist Production Leads with Helpdesk and administrative tasks as needed to ensure business continuity and workflow efficiency
Communicate promptly with Workforce Management (WFM) regarding exceptions, ensuring accurate reporting and compliance
Oversee attendance line, verify and update headcount, support late-night operations, and ensure compliance when acting as late-night leader on the floor
Participate in all relevant meetings and leadership development courses to stay informed and enhance operational effectiveness
Qualification
Required
Minimum 2 years' experience leading as a Production lead and/or as a supervisor with escalated calls experience
Ability to coach and develop associates formally and informally
Ability to monitor and recommend improvements to increase team productivity by providing expert advice and assistance to other associates, as needed
Previous experience with coordinating and leading projects and tasks
Experience with Medicare and/or Medicaid compliance regulations and processes
Proficiency in all Microsoft Office programs including Word, PowerPoint and Excel, with ability to learn and navigate new applications quickly
Preferred
Experience working in a call center or production environment
Bilingual (English/Spanish) - if selected, a Language Proficiency Assessment will be performed to test fluency in reading, writing and speaking in both languages
Benefits
Medical, dental and vision benefits
401(k) retirement savings plan
Time off (including paid time off, company and personal holidays, volunteer time off, paid parental and caregiver leave)
Short-term and long-term disability
Life insurance
Company
Humana
Humana is a health insurance provider for individuals, families, and businesses.
10001+ employees
H1B Sponsorship
Humana has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (282)
2024 (246)
2023 (284)
2022 (274)
2021 (212)
2020 (84)
Funding
Current Stage
Public CompanyTotal Funding
$13.07B2025-05-30Post Ipo Debt· $5B
2025-03-03Post Ipo Debt· $1.25B
2024-03-11Post Ipo Debt· $2.25B
Leadership Team
Jim Rechtin
CEO and President
Colin Drylie
Senior Vice President, Experience Transformation
Recent News
2026-01-09
2026-01-07
2026-01-06
Company data provided by crunchbase