Operations Healthcare Supervisor - Shreveport, LA

Advanced Call Center Technologies, LLC • Shreveport, LA

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About The Position

Advanced Call Center Technologies (ACT) is seeking an energetic supervisor to lead a call center production team. The role directly supervises 10–25 agents and supports company service and client goals by coaching and mentoring associates, improving performance, and driving results. The supervisor also handles escalated customer calls and coordinates day-to-day workflow and team administration.

Requirements

• Previous experience managing in a call center environment.
• High school diploma or GED.
• Bilingual English/Spanish.
• Successfully pass a criminal background check.
• Excellent communication skills.
• Proficiency with MS Office.

Responsibilities

• Monitor associates’ real-time productivity to achieve production and revenue goals.
• Coach and develop associates to improve quality, performance, and productivity; develop and implement goals and action plans as needed.
• Address associate performance, conduct, and attendance issues by consistently applying company policies and practices for corrective counseling.
• Motivate and reward associates using company and client incentive programs to drive results and maximize performance.
• Ensure associates adhere to company and client policies and standards.
• Track and report associates’ daily performance and productivity.
• Monitor and maintain work-volume statistics.
• Monitor associate calls for demeanor, accuracy, and conformity to company and client policies.
• Take escalated customer calls, answer questions, and recommend corrective services to address customer complaints.
• Assist in determining work procedures, prepare work schedules, and expedite workflow.
• Maintain associate attendance records using the timekeeping system; review attendance daily and edit records as necessary to support accurate payroll processing.
• Complete and present associates’ annual performance appraisals.
• Conduct job candidate interviews and make hiring decisions with assistance from Recruiting.

Benefits

• Opportunities to advance within the company.
• Flexible schedules.
• Bonus opportunities.
• Employee Ownership Program, described as a company-paid, long-term benefit.
• Positive work environment.

What This Job Offers

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