Planned Parenthood Los Angeles ยท 1 month ago
Call Center Supervisor - Los Angeles, CA
Downtown Los Angeles
Full-time
Onsite
Mid Level
$69K/yr - $78K/yr
3+ years expPlanned Parenthood Los Angeles is seeking an experienced Call Center Supervisor to oversee day-to-day Call Center operations and ensure efficient service delivery and customer satisfaction. The role involves supervising a team, managing staff performance, and assisting with scheduling and client concerns to meet performance goals.
Hospital & Health Care
Responsibilities
Responsible for supervising a team of Call Center Specialists in a dynamic fast paced team environment
Responsible for aspects of staff supervision including: a.) Identify and assess employee skill and make recommendations to improve performance; b.) Assist with implementing additional services and training of staff as required; c.) Communicate clearly and effectively with Call Center staff; and d.) Create and maintain strong teams
Assisting with staff scheduling to ensure Call Center service level standards as needed
Effectively accept and resolve client concerns and ensure service recovery
Submit reports as needed
Motivate the Call Center team to meet weekly and monthly Call Center performance goals
Assist in auditing calls to coach Call Center staff for increased appointment making efficiency, appointment accuracy and customer service
Assist with managing clinic appointment schedules in the EMR system as needed
Act as a Call Center flow facilitator on a daily basis to ensure that Call Center is operating at its maximum potential
Adhere to affiliate goals and policies on professionalism, wait time in clinics and on the system for addressing client complaints
Participate in Health Center efforts to achieve established goals for productivity
Participate in Health Center/affiliate efforts to achieve established revenue cycle goals
Qualification
Required
High School Diploma or equivalent required
Three (3) to Five (5) years Call center experience required
Must be willing to work weekends and/or evening hours
Ability and willingness to travel within Los Angeles County
Reliable means of transportation for onsite and off-site work
If using a personal vehicle to drive for work purposes, a valid CA driver license and current auto insurance in compliance with the minimum requirements of CA vehicle code are required
Preferred
Bachelor's degree preferred
Bilingual English/Spanish preferred
Benefits
Medical, dental, and vision coverage options for you and eligible dependents
Free basic life/AD&D policy with additional voluntary coverage options
Short Term Disability, Critical Illness and Accident policies
403(b) Retirement plan with up to 3% employer match
Medical and Dependent Flexible Spending Account plans
Public Transportation and Commuter Pre-Tax Reimbursements
Generous vacation, sick, and holiday benefits
Company
Planned Parenthood Los Angeles
The mission of Planned Parenthood Los Angeles is to provide convenient and affordable access to a comprehensive range of quality reproductive health care and sexual health information, through patient services, education and advocacy.
201-500 employees
Funding
Current Stage
Growth StageLeadership Team
Sonia Solin
Vice President of Business Development, Partnerships & Brand
Bess Walkes
Chief Partnerships Officer
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