Healthcare Operations Manager - Shreveport, LA

Advanced Call Center Technologies, LLC•Shreveport, LA

1d•Onsite

About The Position

Advanced Call Center Technologies is seeking an experienced call center Operations Manager to join their team. This role offers opportunities for advancement, flexible schedules, and significant bonus potential within a positive environment. As an employee-owned company, employees become owners after meeting qualifications, benefiting from an Employee Stock Ownership Plan (ESOP) which is fully paid for by ACT. This plan shares wealth with dedicated employees, contributing to ACT's stability as a 100% employee-owned company. The Operations Manager leads and directs a team of supervisors and production associates in customer support, product sales, or collections services to achieve company and client productivity, quality, and revenue objectives for an Account Services Client.

Requirements

Experienced call center Operations Manager
Ability to lead and direct a team of supervisors and production associates
Understanding of customer support, product sales, or collections services
Ability to meet company and client productivity, quality, and revenue objectives
Ability to monitor associates' real-time productivity
Skills in coaching and developing associates
Ability to address associate performance, conduct, and attendance issues
Ability to motivate and reward associates
Knowledge of company and client policies and standards
Ability to assist in developing call scripts and call handling strategies
Skills in tracking and reporting daily performance and productivity
Ability to develop cross-training and call-handling procedures
Ability to monitor and maintain work volume statistics
Ability to monitor associate calls for demeanor, accuracy, and conformity
Ability to handle escalated customer calls
Ability to determine work procedures, prepare work schedules, and expedite workflow
Ability to maintain attendance records and ensure accurate payroll processing
Ability to address and resolve employee grievances
Ability to complete and present annual performance appraisals
Ability to conduct job candidate interviews and make hiring decisions

Nice To Haves

Experience with an Account Services Client

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.