Interim Call Center Supervisor

Planned Parenthood Los Angeles is seeking an Interim Call Center Supervisor with excellent customer service and communication skills to work in our Downtown Los Angeles Headquarters.  The Interim Call Center Supervisor is a supervisory role responsible for assistance with day-to-day Call Center operations. This includes ensuring efficient daily operations, quality outcomes, and internal and external customer satisfaction.
Over one hundred years ago, Planned Parenthood was founded on the idea that everyone should have the information and care they need to live strong, healthy lives and fulfill their dreams. Founded 52+ years ago, Planned Parenthood Los Angeles is one of the largest providers of reproductive health care services in Los Angeles County. The Planned Parenthood Los Angeles (PPLA) team works together to provide high-quality, affordable reproductive health care to women, men, and young people across Los Angeles County. At PPLA, you will discover a culture of like-minded individuals who are eager to make positive contributions to their community and to the Planned Parenthood mission.

Our Ideal Candidate will have the following qualifications:

• High School Diploma or equivalent required.
• Bachelor’s degree preferred.
• Three (3) to Five (5) years Call center experience required.
• Bilingual English/Spanish preferred.
• Ability to delegate to and empower staff effectively.
• Team builder and ability to utilize team skills effectively. 
• Excellent written and verbal communication skills. 
• Accuracy and attention to detail essential. 
• Ability to relate to diverse communities. 
• Professional appearance and attitude.
• Computer skills, proficient in Microsoft Office. 
• Availability to work flexible hours, including weekends and evenings as required.
• Must be willing to work weekends and/or evening hours. The Call Center is open 6 days a week requiring management to work open and/or closing shifts daily including Saturdays. 
• 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.

About this position:

• Abortion patients are cared for at each of our health centers and in part through the administrative, support, and other non-clinical services provided at all PPLA locations and by all PPLA employees, and supporting these critical services is an essential job duty and fundamental responsibility of all employees and contractors.
• Responsible for supervising a team of Call Center Specialists in a dynamic fast paced team environment.
• Responsible for aspects of staff supervision including:
• Identify and assess employee skill and make recommendations to improve performance.
• Assist with implementing additional services and training of staff as required.
• Communicate clearly and effectively with Call Center staff.
• 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. 

Generous salary and benefits package includes:

• 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
• Hiring range $68,640 - $90,000 per year (Exempt)

Compensation Philosophy and Position Hiring Range:At Planned Parenthood Los Angeles we