Call Center Supervisor - Los Angeles, CA

Planned Parenthood Los Angeles; Los Angeles (CA); On-site; USD 68,640 - 78,000; Full time

Benefits offered by this job

Medical, dental, and vision coverage options

403(b) Retirement plan with up to 3% employer match

Generous vacation and sick benefits

Job summary

A community health organization in Los Angeles is seeking an experienced Call Center Supervisor to oversee daily operations and ensure customer satisfaction. The ideal candidate will have 3-5 years of call center experience, staff supervision skills, and be bilingual in English and Spanish. Responsibilities include managing a team, resolving client concerns, and maintaining service standards. We offer a competitive salary range of $68,640 - $78,000 annually and comprehensive benefits including medical, dental, and a retirement plan.

Qualifications

• Three to five years of call center experience is required.
• Must be willing to work weekends/evenings as Call Center operates six days a week.
• Reliable transportation for onsite and off-site work.

Responsibilities

• Supervise a team of Call Center Specialists in a fast-paced environment.
• Assist staff scheduling to ensure service level standards.
• Resolve client concerns effectively.

Skills

Call center experience

Bilingual English/Spanish

Staff supervision

Education

High School Diploma

Bachelor’s degree

Job description

Planned Parenthood Los Angeles is seeking an experienced Call Center Supervisor. The Call Center Supervisor is a supervisory role responsible for assistance with day-to-day Call Center operations, ensure 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 57+ 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.
• 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 the 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. Supporting these critical services is an essential job duty, and a 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: 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.

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 - $78,000 per year (Exempt)

Compensation Philosophy and Position Hiring Range:

At Planned Parenthood Los Angeles we continuously work towards our value of "we respect and honor all people", which also relates to our compensation philosophy. PPLA recognizes that decisions about pay, and benefits have significant impact on staff, so we are committed to ensuring all positions are rooted in a description that identifies competencies, duties, responsibilities, and qualifications, and that they are compensated equitably which considers both internal organizational equity and market compensation data for similar roles.

Equal Employment Opportunity will be afforded to all applicants and other covered persons without regard to protected characteristics, including their perceived protected characteristic. Protected categories include: race (including traits historically associated with race, including but not limited to, hair texture and protective hair styles such as, braids, locs, and twists as examples but not exhaustive list), color, religion or religious creed (including religious belief, observation, practice, dress, and grooming practices), national origin, ancestry, physical or mental disability, medical condition, genetic information, marital status, sex (including pregnancy, childbirth, breastfeeding/chestfeeding,or related medical conditions), reproductive health decision-making, gender, gender identity, gender expression, age (40 years and over), sexual orientation, veteran and/or military status (including past, current or prospective service in the uniformed service), and any other characteristic protected under applicable federal, state or local law. PPLA will consider for employment qualified applicants with criminal histories in accordance with the requirements of Los Angeles Fair Chance Initiative for Hiring.