Call Center Operations Manager - Healthcare - Fairview, TN

Advanced Call Center Technologies • Johnson City, TN

4d • Onsite

About The Position

Advanced Call Center Technologies is seeking an experienced Call Center Operations Manager to join their team. This role involves leading and directing a team of supervisors and production associates in customer support, product sales, or collections services to meet company and client productivity, quality, and revenue objectives. The company emphasizes a positive work environment, opportunities for advancement, and an Employee Stock Ownership Plan (ESOP) where employees become owners after meeting qualifications. ACT is 100% employee-owned, sharing company success with its employees.

Requirements

• Previous Experience Managing in a Call Center Environment
• General understanding of healthcare industry trends and terminology
• High School diploma or GED
• Must be able to successfully pass criminal background check
• Excellent communication skills
• MS office proficiency

Responsibilities

• Monitors associates real-time productivity to achieve production and revenue goals.
• Coaches and develops associates to improve quality, performance and productivity.
• Develops and implements goals and action plans as needed.
• Addresses associate performance, conduct, and attendance issues by consistently applying company policies and practices for corrective counseling.
• Motivates and rewards associates using company and client incentive programs to drive results and maximize performance.
• Ensures associates adhere to company and client policies and standards.
• Assists in the development of call scripts and call handling strategies to improve performance.
• Tracks and reports the associates daily performance and productivity.
• Develops cross-training and call-handling procedures.
• Monitors and maintains work volume statistics.
• Monitors associate’s calls to ensure employee is meeting demeanor, accuracy, and conformity to company and client policies.
• Takes escalated customer calls.
• Answers questions and recommends corrective services to address customer complaints.
• Assists in determining work procedures, prepares work schedules, and expedites workflow.
• Maintains the attendance records for associates using the timekeeping system.
• Reviews attendance daily and edits as necessary to ensure an accurate payroll is processed.
• Addresses and resolves employee grievances under company guidelines and with assistance from human resources.
• Completes and presents associate’s annual performance appraisals.
• Conducts job candidate interviews and makes hiring decisions with assistance from HR.
• Directly supervises 10-25 employees in a call center production environment.
• Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws.

Benefits

• Opportunities to advance within
• Flexible schedules
• Tremendous bonus opportunities
• Fantastic Supervisors and a Positive environment
• Employee Owned- You will become an employee owner, once qualifications met to participate!
• Affordable benefits for you, your spouse, and/or children after 90 days
• Paid time off and paid holidays after 90 days
• Employee Stock Ownership Plan (ESOP)

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED