Operations Healthcare Supervisor - Shreveport, LA

Advanced Call Center Technologies•Shreveport, LA

About The Position

Advanced Call Center Technologies is seeking an energetic Operations Healthcare Supervisor to lead a call center production team in Shreveport, Louisiana. The supervisor directly manages 10–25 agents and helps achieve company service and client goals by coaching and mentoring associates, monitoring performance, and supporting a strong sales team. The role calls for a self-driven problem solver with excellent communication, interpersonal, organizational, and negotiation skills. The supervisor monitors real-time productivity, quality, call handling, attendance, and work volume; develops goals and action plans; applies company policies when addressing performance and conduct; and uses incentive programs to motivate associates. The position also handles escalated customer calls, maintains timekeeping and performance records, helps manage work procedures and schedules, conducts annual appraisals, and interviews candidates with Recruiting.

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.
Proficiency in Microsoft 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 associates’ calls to ensure they meet expectations for demeanor, accuracy, and compliance 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 associates’ attendance records in the timekeeping system, review attendance daily, and make necessary edits to support accurate payroll processing.
Complete and present associates’ annual performance appraisals.
Conduct job candidate interviews and make hiring decisions with assistance from Recruiting.