Bilingual Supervisor, Care Management Support
Employment Information
Job Description
Bilingual Supervisor leading Care Management Support team at Humana. Overseeing call center associates to ensure member health and wellness support while driving performance and quality standards.
Responsibilities:
- Provide daily oversight and coaching to call center associates supporting inbound, outbound, and manual research workstreams
- Foster engagement through regular feedback, recognition, and professional development
- Ensure adherence to productivity, quality, and service-level goals
- Leverage performance data to identify opportunities for improvement and implement actionable solutions
- Conduct a minimum of two team meetings per month and one 1:1 meeting per associate per month to review performance, progress, and development plans
- Complete monthly call quality reviews, mid-year, and end-of-year evaluations per company standards
- Participate in and lead departmental pilots, test-and-learn initiatives, and process improvement efforts
- Collaborate with business partners to operationalize successful pilots into permanent workflows
- Uphold consistent execution of policies, procedures, and compliance standards
- Promote a culture of integrity and accountability in all operational activities
- Support interviewing, selection, and onboarding of new associates
Requirements:
- Bilingual (Spanish/English) with ability to pass a language test in both languages
- Minimum 2 years of leadership experience with responsibility for guiding teams toward productivity and quality goals
- Experience in a high-volume, fast-paced, and metrics-driven call center or operational environment
- Prior experience supporting or leading projects, pilots, or strategic initiatives
- Experience meeting performance standards while adapting to changing priorities and maintaining a focus on quality and customer service
- Experience analyzing performance data, making independent decisions, and applying situational leadership effectively
- Effective communication skills with the ability to motivate, coach, and influence others both verbally and in writing
- Proficiency in Microsoft Word, Excel, Outlook, Teams, PowerPoint, and Zoom
- Ability to work flexible hours as required by business operations
Benefits:
- Competitive pay
- Resources for your health, mental well-being, and financial fitness
- 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
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