Education or Prior Experience: GED or High School Diploma 3+ years prior leadership experience, some or all of which took place in a call center environment Duties and Responsibilities: Manage and oversee assigned subset of Recovery clients to meet client objectives. Manage a team of 10+ agents. Effectively execute the vision, mission, and objectives of the call center. Meet or exceed department key performance indicators (KPIs) to meet assigned clients’ objectives. Ability to identify knowledge gaps of PAR Specialists and coach PAR Specialists toward improvement. Provide effective, timely two-way feedback to motivate high performance and a productive environment. Monitor the daily performance of PAR Specialists. Monitor and track the time & attendance of direct reports. Provide coaching and counseling to include progressive discipline up to and including termination. Write and execute performance reviews and IPs as necessary. Recommend terminations as appropriate according to policy. Facilitate new hire and promotion interviews as well as providing recommendation for advancement. Support and develop PAR Specialists to enhance their skills, work performance, and leadership ability. Provide escalated call support to PAR Specialists. Conduct monthly one-on-ones with team members to identify areas of improvement. Conduct annual reviews with team members to evaluate performance and set yearly goals. Monitor queue status, ensuring the call center works efficiently and effectively towards metric goals. Draft and apply disciplinary actions in collaboration with management and Human Resources. Identifies opportunities for improvement in relation to work processes and procedures. Manage teamwork flow and performance to meet goals and service level requirements as set by management. Evaluate calls via Voizetrail for direct reports. Effectively operate dialer phone system with minimal supervision Conduct daily morning huddles for call center on rotational schedule. PIR and Incident management to ensure proper timely resolution for patients and clients. Assist with new employee training when needed. Build and maintain open lines of communication with employees, peers, managers, trainers, QA specialists, Client Services, and other areas of the company to facilitate problem solving. Create, update, and maintain procedures as needed. Work rotational weekend, on-call inclement weather or after-hours shifts as needed. Other tasks as assigned. Ovation will never contact applicants via Chatwork or any other messaging platform outside of our official channels. If you receive any communication claiming to be from Ovation through Chatwork or any unauthorized platform, please disregard it and report it to us immediately. Our official communication will always come from our company email domain or through recognized professional channels like LinkedIn. If you have any questions or concerns regarding the authenticity of a communication, please contact us directly at communications@ovationhc.com for verification. Headquartered in Brentwood, Tenn., Ovation Healthcare partners with 375+ hospitals and health systems across 47 states. For 45+ years, Ovation Healthcare has supported hospitals and health systems through a portfolio of shared services – Leadership Advisory, Spend Management, Revenue Cycle Management, and Technology Services– designed to provide scale and efficiency to hospital business operations.
