Dialer Campaign Strategy & Optimization Professional

Humana

9d•$86,300 - $118,700•Remote

About The Position

The Dialer Campaign Strategy & Optimization Professional serves as the business owner for dialer campaign performance, leveraging data, analytics, and operational insights to drive outreach effectiveness and business outcomes. This role partners closely with Operations, Analytics, Marketing, Technology, Contact Center, and Vendor teams to monitor campaign performance, identify trends, uncover opportunities, and implement optimization strategies that improve key metrics including contact rates, authentication rates, transfer rates, conversion rates, and operational efficiency. The Dialer Campaign Strategy & Optimization Professional serves as the business owner for outreach campaign performance, responsible for developing campaign strategies and driving ongoing optimization to improve business outcomes. This role combines strategic planning, performance analysis, and operational execution to ensure acquisition and retention campaigns are effectively targeted, efficiently executed, and continuously improved. This individual leverages campaign performance insights to identify trends, drive accountability, optimize key metrics including contact, authentication, transfer, conversion, and cost efficiency, and influence business decisions across Operations, Marketing, Analytics, Technology, Contact Center, and vendor partners. Success in this role requires a blend of strategic thinking, data-driven decision making, relationship management, and an understanding of contact center and campaign technologies.

Requirements

Experience in campaign strategy, campaign management, contact center operations, dialer operations, business analytics, marketing operations, workforce management, or a related field.
Demonstrated ability to develop strategies and recommendations that improve campaign performance and business outcomes.
Strong analytical skills with the ability to identify trends, root causes, risks, and opportunities through data analysis.
Experience monitoring and improving performance metrics such as contact rates, authentication rates, transfer rates, conversion rates, productivity, or operational efficiency.
Experience partnering with cross-functional teams to develop solutions and drive measurable results.
Ability to manage multiple priorities, influence stakeholders, and work independently in a fast-paced environment.
Strong communication and presentation skills with the ability to translate data into actionable business recommendations.
Experience with contact center technologies, dialer platforms, CRM systems, campaign management platforms, or related technologies.
Self-provided internet service with at minimum, a download speed of 25 Mbps and an upload speed of 10 Mbps; wireless, wired cable or DSL connection is suggested.
Work from a dedicated space lacking ongoing interruptions to protect member PHI / HIPAA information.

Nice To Haves

Bachelor's degree
Experience with dialer platforms and workforce/contact center technologies.
Proficiency in Excel and data visualization/reporting tools (Power BI, Tableau, or similar).
Experience utilizing CRM and campaign management systems.
Ability to partner with technical teams to define business requirements and support system enhancements.

Responsibilities

Serve as the business owner for dialer campaign performance.
Leverage data, analytics, and operational insights to drive outreach effectiveness and business outcomes.
Partner closely with Operations, Analytics, Marketing, Technology, Contact Center, and Vendor teams to monitor campaign performance.
Identify trends, uncover opportunities, and implement optimization strategies.
Improve key metrics including contact rates, authentication rates, transfer rates, conversion rates, and operational efficiency.
Develop campaign strategies and drive ongoing optimization to improve business outcomes.
Ensure acquisition and retention campaigns are effectively targeted, efficiently executed, and continuously improved.
Translate complex data into actionable strategies and recommendations.
Influence business decisions across Operations, Marketing, Analytics, Technology, Contact Center, and vendor partners.

Benefits

Medical benefits
Dental benefits
Vision benefits
401(k) retirement savings plan
Time off (including paid time off, company and personal holidays, paid parental and caregiver leave)
Short-term disability
Long-term disability
Life insurance
Bonus incentive plan
Telephone equipment appropriate to meet the business requirements for their position/job
Bi-weekly payment for internet expense (for employees in California, Illinois, Montana, or South Dakota)