Description
The Lead for CRM & Contact Center Technology is responsible for defining comprehensive solution roadmap for the Sales CRM and other technologies leveraged by the MarketPoint Contact Centers. This position would partner in the development of CRM use cases for implementation and integration with Humana enterprise solutions as well as serve in cross-departmental workgroups interacting with other departments such as legal, privacy, compliance and marketing. The lead would be responsible facilitating and support complex design discussions with both business and IT partners. This position would be key in our transition to the SAFe Agile Methodology through supporting work intake documenting a standard intake process and as well as support the implementation across work streams.
How we Value You
Benefits starting day 1 of employment
Competitive 401k match
Generous Paid Time Off accrual
Tuition Reimbursement
Parent Leave
Go365 perks for well-being
Responsibilities
The CRM and Contact Center Lead formulates and defines MarketPoint (Retail Sales) systems and objectives based on both user needs and a good understanding of applicable business systems and industry requirements. Devises or modifies sales and system procedures and processes to solve complex problems considering system capacity and limitations, operating time, and form of desired results. Validates benefits achieved from solution implementation. Advises executives to develop functional strategies (often segment specific) on matters of significance. Exercises independent judgment and decision making on complex issues regarding job duties and related tasks, and works under minimal supervision, Uses independent judgment requiring analysis of variable factors and determining the best course of action.
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