Healthcare Operations Manager - Shreveport, LA

Advanced Call Center Technologies•Shreveport, LA

1d•Onsite

About The Position

Advanced Call Center Technologies is seeking an experienced Operations Manager to lead and direct a team of supervisors and production associates. This role is responsible for meeting company and client productivity, quality, and revenue objectives for Account Services clients. The Operations Manager will monitor associate productivity, coach and develop associates, implement goals and action plans, address performance issues, and motivate the team using incentive programs. They will also ensure adherence to company and client policies, assist in developing call scripts and strategies, track performance, develop cross-training procedures, and monitor work volume statistics. The role involves taking escalated customer calls, answering questions, resolving complaints, determining work procedures, preparing schedules, expediting workflow, maintaining attendance records, resolving employee grievances, and conducting interviews and hiring decisions.

Requirements

Experienced call center Operations Manager
Ability to lead and direct a team of supervisors and production associates
Ability to meet company and client productivity, quality, and revenue objectives
Ability to monitor associate productivity
Ability to coach and develop associates
Ability to implement goals and action plans
Ability to address performance, conduct, and attendance issues
Ability to motivate and reward associates
Ability to ensure adherence to company and client policies and standards
Ability to assist in developing call scripts and strategies
Ability to track and report performance
Ability to develop cross-training and call-handling procedures
Ability to monitor work volume statistics
Ability to monitor associate calls
Ability to take escalated customer calls
Ability to answer customer questions and resolve complaints
Ability to determine work procedures, prepare schedules, and expedite workflow
Ability to maintain attendance records and ensure accurate payroll processing
Ability to address and resolve employee grievances
Ability to conduct job candidate interviews and make hiring decisions

Nice To Haves

Experience with Employee Stock Ownership Plan (ESOP)

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.