Sales Strategy Lead - Analytics & Operations (Remote)

Humana; Olympia (WA); Remote; USD 104,000 - 143,000; Full time

Benefits offered by this job

Medical, dental, and vision benefits

401(k) retirement savings plan

Paid time off and holidays

Parental and caregiver leave

Disability and life insurance

Job summary

Humana is seeking a Sales Support Lead to partner with Call Center leadership, translating business priorities into measurable execution across analytics, routing, and automation.

Working with Operations, Technology, Workforce Management, Marketing, Reporting, Finance, Compensation, Compliance, and Training, you will drive cross-functional initiatives to enable frontline leaders while focusing on customer experience and daily execution.

Qualifications

• Bachelor's degree or equivalent combination of education and relevant experience.
• Experience in sales operations, analytics, workforce planning, reporting, project management, 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 Call Center leadership to develop and execute sales, operational, and growth strategies.
• Analyze call volume, conversion, eligibility, service levels, abandonment, productivity, quality, staffing, and campaign performance.
• Translate performance trends into clear recommendations, forecasts, and executive-level reporting.
• Support annual and seasonal planning, including capacity modeling, sales targets, and contingency planning.
• Develop business cases and scenario models identifying risks and opportunities.
• Lead strategy, governance, and evaluation of routing and queue prioritization.
• Measure the impact of routing changes on conversion, productivity, service levels, and customer experience.
• Build scalable reporting tools and workflows to improve accuracy and accelerate decision-making.

Skills

Bachelor's degree or equivalent

Sales operations

Analytics

Workforce planning

Reporting

Project management

Process improvement

Excel/PowerPoint/Word/Teams

Executive communication

Education

Bachelor's degree or equivalent combination of education and relevant experience

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 business priorities into measurable execution across analytics, routing, and automation.

Working with Operations, Technology, Workforce Management, Marketing, Reporting, Finance, Compensation, Compliance, and Training, you will drive cross-functional initiatives to enable frontline leaders while focusing on customer experience and daily execution.