Operations Healthcare Supervisor
About The Position
Advanced Call Center Technologies is seeking an energetic Operations Healthcare Supervisor with strong communication and organizational skills, management experience, and the ability to drive results. The supervisor directly oversees 10–25 agents in a call center production environment and coaches and mentors the team to meet company service and client goals. The role involves monitoring productivity and quality, addressing performance and attendance matters, handling escalated customer calls, and supporting staffing and workflow. The supervisor also maintains attendance and performance records, completes annual appraisals, and participates in interviewing and hiring.
Requirements
- Previous experience managing in a call center environment.
- High school diploma or GED.
- Bilingual English/Spanish.
- Must successfully pass a criminal background check.
- Excellent communication skills.
- MS Office proficiency.
- Excellent organizational skills and interpersonal skills.
- Ability to coach and mentor a sales team and drive results.
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 performance, conduct, and attendance issues by consistently applying company policies and practices for corrective counseling.
- Motivate and reward associates through 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 associates’ calls for appropriate demeanor, accuracy, and conformity with 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 in the timekeeping system; review attendance daily and make edits as needed for 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.
- Positive work environment.
- Company-paid Employee Ownership Program as a long-term benefit.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
High school or GED
