Remote Sales Strategy & Analytics Lead

Humana Inc; Northern (KY); Hybrid; USD 104,000 - 143,000; Full time

Benefits offered by this job

Bonus eligibility

Job summary

Humana Inc. is seeking a Sales Support Lead to act as a strategic partner to Call Center leadership, driving analytics, routing strategy, technology enablement, and growth initiatives.

You will enable frontline leaders with tools, processes, and cross-functional coordination to optimize agent performance and customer experience. The role emphasizes collaboration with Operations, Technology, Marketing, and Finance, with an emphasis on data-driven decision-making, planning, and scalable reporting.

Qualifications

• Bachelor’s degree or equivalent education/experience.
• Experience in sales operations, analytics, reporting or related field.
• Strong analytical ability to translate data into actionable recommendations.
• Advanced proficiency with Excel, PowerPoint, Word, Teams and related tools.
• Ability to lead cross-functional initiatives and manage multiple priorities.

Responsibilities

• Partner with Call Center Director to develop and execute sales, operational, and growth strategies.
• Analyze call volume, conversion, service level, productivity, staffing and campaign performance.
• Translate performance trends into recommendations, forecasts and executive reports.
• Lead or support planning including capacity modeling, targets, and contingency planning.
• Drive proficiency routing, queue assignments, and routing policy; measure impact on key metrics.
• Oversee technology enablement, requirement gathering, and post-launch evaluation.
• Lead organic growth initiatives and cross-functional projects from ideation to measurement.
• Provide leaders with scorecards, dashboards, and decision-support materials.

Skills

Sales operations

Analytics

Workforce planning

Reporting

Project management

Communication

Education

Bachelor's degree or equivalent

Tools

Salesforce

Genesys

Power BI

Workforce management systems

Automation tools

Job description

Humana Inc. is seeking a Sales Support Lead to act as a strategic partner to Call Center leadership, driving analytics, routing strategy, technology enablement, and growth initiatives.

You will enable frontline leaders with tools, processes, and cross-functional coordination to optimize agent performance and customer experience. The role emphasizes collaboration with Operations, Technology, Marketing, and Finance, with an emphasis on data-driven decision-making, planning, and scalable reporting.