Admissions Supervisor-Call Center

Job ID
Job Locations
Posted Date
2 weeks ago(5/6/2022 9:22 AM)


Company Summary

If you are searching for a fulfilling place to develop your career and an opportunity to make a difference in helping others, then keep reading on. Here at AAC, we have a progressive culture; we listen to your ideas, value a work/life balance, invest in education, and we foster trust and respect for all individuals. Our exceptional comp and strong benefits include company matching 401K, medical, dental, vision and life insurance. We are looking for our future leaders, who are not only going to fill the qualifications for this job description, but who are going to exceed expectations. Be a part of a team whose mission is to provide quality, compassionate, and innovative care to adults struggling with addiction and co-occurring mental health disorders. Our purpose and passion are to empower patients, their families, and our communities by helping individuals achieve recovery and optimal wellness of the mind, body, and spirit.


Job Summary:

The Admissions Supervisor supports the Admissions Manager to direct sales to individuals of Substance Abuse Professional evaluation services. The Admissions Supervisor provides ongoing coaching, feedback, product, and sales training that focuses on improving call handling for new hires and existing sales representatives. Your goal as the Admissions Supervisor will be to maximize our team’s performance.


Duties and Responsibilities:

  • Support the Admissions Manager on the day to day operations on the Call Center
  • Establish training needs by observing calls, studying performance, and reports
  • Assist the Admissions Manager in bed inventory management, pipelines management, task
  • management, and workforce management
  • Set daily, weekly, monthly, and annual learning and development objectives for the team
  • Provide and document call feedback for new and current employees
  • Help develop strategies and actions to address inefficiencies and maximize opportunities through understanding of the sales cycle from prospecting with a client to closing a deal
  • Maintain a database of scores and conduct call reviews with the team
  • Provide guidance, mentoring, coaching, and feedback to strengthen overall sales performance
  • Assist in recruiting, training, and developing top level talent in the Call Center
  • Understand goals and identify/bridge gaps in performance, productivity, and quality
  • Evaluate training program effectiveness and make adjustments as needed
  • Hold interviews for vacant positions and provide feedback to Admissions Manager
  • Responsible and accountable for managing direct reports
  • Monitor adherence to company and department policies, procedures and practices
  • Create and support a positive, professional, team-oriented, harassment-free work environment by understanding and complying with the company’s policies
  • Create and maintain a healthy work environment and atmosphere
  • Serve as a liason for Call Center across all internal departments
  • Regular and consistent attendance is expected
  • Perform other tasks and duties, as assigned


Education/ Experience:

  • Bachelor's Degree in related field preferred
  • Two years experience working in call center environment, inbound and outbound calls preferred
  • Five years sales experience preferred
  • Strong product knowledge and proper presentation of product to clients
  • Ability to read and interpret written information; write clearly and informatively; edits work for spelling and grammar
  • Ability to speak clearly and persuasively in positive or negative situations; listens and gets clarification; responds well to questions; demonstrates group presentation skills in meetings
  • Excellent computer-based and telephonic skills
  • Ability to strategize, persuade and negotiate
  • Strong goal setting skills and goal achievement history
  • Ability to multi-task and successfully prioritize workload
  • Excellent problem solving and decision-making skills
  • Willingness and ability to work in a fast-paced working environment over an extended period of time
  • Working knowledge of Microsoft Word, Excel, and Outlook
  • Moderate noise levels as found in a business office with computer printers

Physical Requirements


AAC is committed to principles of equal opportunites for all employees. The company will provide reasonable accomodations that are necessary to complete with State and Federal disability discrimination laws.


Prolonged sitting at a desk

Must be able to lift 15 pounds at a time


American Addiction Centers is an equal opportunity employer.  American Addiction Centers prohibits employment practices that discriminate against individuals or groups of employees on the basis of age, color disability, national origin, race, religion, sex, sexual orientation, pregnancy, veteran or military status, genetic information or any other category deemed protected by state and/or federal law.


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