Job Details

Call Center (Collections) Supervisor- Denison, Tx

The Customer Service Supervisor plays a critical role in supporting departmental performance, service quality, and overall operational success. This position is responsible for overseeing daily call center functions, guiding representatives and support staff, and ensuring workflows operate efficiently and in alignment with client service level agreements (SLAs) and organizational objectives.

The supervisor serves as a key point of contact for internal leadership and may communicate directly with clients as needed. This role requires strong leadership, accountability, and the ability to motivate and develop team members while maintaining high standards of production, quality, and professionalism.

Salary: $45,000 - $55,000 (based on experience)

Bonus Potential: Eligible for a monthly bonus based on teams' performance.

Establish, monitor, and reinforce departmental production and quality goals

Monitor account inventory to ensure appropriate call activity and required touches

Support operational performance through data analysis and reporting

Compile and deliver operational reports to management as requested

Assist with daily call center operations, including oversight of telephony systems

Serve as acting leadership support when the Manager or Assistant Director is unavailable

Partner with Team Leads to ensure effective queue management and staff productivity

Conduct random call audits to ensure adherence to quality and compliance standards

Provide ongoing coaching, feedback, and performance support to team members

Develop and implement creative engagement strategies to motivate staff

Handle and resolve escalated patient calls with professionalism and accuracy

Participate in special projects and initiatives as assigned by management

Promote a team-oriented, respectful, and professional environment aligned with ARStrat values.

Provide timely, constructive feedbackboth positive and correctiveto team members.

Ensure staff have necessary resources and tools to perform job duties effectively.

Identify opportunities for process improvements to enhance efficiency, accuracy, and customer satisfaction, present recommendations to management.

Demonstrated ability to motivate, coach, and lead staff

Minimum 5 years of customer service or call center experience

Prior leadership experience at a Team Lead or Supervisor level preferred

Strong listening, communication, and problem-solving abilities

Excellent written and verbal communication skills

Proficiency in Microsoft Excel and reporting tools

Strong organizational skills with high attention to detail

Ability to manage multiple priorities in a fast-paced environment

Working knowledge of applicable healthcare regulations and compliance standards

Ability to adapt to change and maintain professionalism under pressure

Comprehensive Health Coverage: Group medical, dental, and vision plans available from the first day of the month following 60 days of full-time employment.

Life and Disability Insurance: Basic life/AD&D, short-term, and long-term disability coverage provided, with options for voluntary life/AD&D.

401(k) Retirement Savings Plan: Eligible to participate in the company's 401(k) plan at the beginning of the first calendar quarter following 6 months of continuous service.

Paid Time Off (PTO): Accrue Paid Time Off starting on your first day of employment.

Flexibility in Benefits: The company reserves the right to amend, modify, or terminate any benefits programs as needed.

This job description outlines the primary duties and qualifications for the role. It is not intended to be an exhaustive list of responsibilities or working conditions.

GetixHealth/ARstrat is an Equal Opportunity and E-Verify Employer.