Sales Ops Lead: Strategy, Analytics & Automation

Humana; Frankfort (KY); Remote; USD 104,000 - 143,000; Full time

Job summary

Humana is seeking a Sales Support Lead to partner with Call Center leadership, translating priorities into measurable execution across strategy, analytics, routing, and technology enablement. You will drive performance insights, capacity planning, and cross-functional initiatives to enable frontline leaders to focus on coaching and customer experience.

The role collaborates with operations, technology, workforce management, and product teams; travel occasionally to Humana offices may be required

Qualifications

• Bachelor’s degree or equivalent combination of education and relevant experience.
• Experience in sales operations, analytics, workforce planning, reporting, project management, process improvement, or a related field.
• Demonstrated ability to analyze complex data and convert findings into actionable business recommendations.
• Advanced proficiency in Microsoft Excel, PowerPoint, Word, Teams, and related reporting or collaboration tools.
• Strong project management, organization, documentation, and execution skills.
• Strong written and verbal communication skills, including executive-level presentations.
• Ability to lead cross-functional initiatives and influence partners without direct authority.
• Ability to manage multiple priorities independently in a fast-paced environment.

Responsibilities

• Partner with the Call Center Director to develop and execute sales, operational, and growth strategies.
• Analyze call volume, conversion, eligibility, service level, abandonment, productivity, quality, staffing, and campaign performance.
• Translate performance trends into clear recommendations, action plans, forecasts, and executive-level reporting.
• Support annual and seasonal planning, including AEP, OEP, ROY, capacity modeling, sales targets, and contingency planning.
• Develop business cases and scenario models that identify risks, opportunities, trade-offs, and required leadership decisions.
• Lead the strategy, governance, and ongoing evaluation of proficiency and priority routing.
• Analyze agent performance to inform tiering, queue assignments, campaign access, and call distribution.
• Establish routing criteria, review cadences, exception processes, and approval requirements.
• Measure the impact of routing changes on conversion, productivity, service levels, quality, and customer experience.
• Partner with frontline leaders, Workforce Management, and Technology to implement timely routing adjustments.
• Serve as a business liaison between Call Center Operations and Technology, Product, Salesforce, Genesys, Reporting, and other platform teams.
• Translate business needs into clear requirements, use cases, priorities, and acceptance criteria.
• Lead or support enhancements involving call routing, IVR, queue prioritization, overflow, transfers, reporting, and agent workflows.
• Participate in planning, testing, implementation, readiness, and post-launch evaluation.
• Identify manual reporting and operational processes that can be standardized or automated.
• Build scalable reporting tools and workflows that improve accuracy, reduce manual effort, and accelerate decision-making.
• Lead the strategy, ideation, execution, and measurement of organic growth initiatives designed to increase sales volume.
• Identify opportunities through Book of Business outreach, outbound campaigns, retention, referrals, ancillary products, cross-channel partnerships, and customer re-engagement.
• Develop pilots, implementation plans, success measures, and recommendations for scaling effective initiatives.
• Connect growth plans to staffing, technology, training, scripting, compliance, compensation, and reporting requirements.
• Lead cross-functional projects by establishing objectives, milestones, owners, dependencies, risks, and measures of success.
• Facilitate working sessions, document decisions, track commitments, and elevate barriers with recommended solutions.
• Provide leaders with actionable scorecards, dashboards, performance insights, and decision-support materials.
• Support consistent daily, weekly, monthly, and seasonal operating reviews.
• Develop policies, process guides, presentations, and operational tools that improve execution.
• Maintain documentation for critical reports, processes, projects, and business decisions.
• May provide day-to-day direction and workflow oversight to Sales Support Professionals, contractors, or project resources.
• Act as a delegate for the Call Center Director on assigned strategic and operational initiatives.

Skills

Excel

PowerPoint

Word

Teams

Communication skills

Project management

Documentation

Education

Bachelor’s degree or equivalent

Tools

Salesforce

Genesys

Power BI

Workforce management systems

Automation tools

Job description

Humana is seeking a Sales Support Lead to partner with Call Center leadership, translating priorities into measurable execution across strategy, analytics, routing, and technology enablement. You will drive performance insights, capacity planning, and cross-functional initiatives to enable frontline leaders to focus on coaching and customer experience.

The role collaborates with operations, technology, workforce management, and product teams; travel occasionally to Humana offices may be required