Call Center Supervisor

Planned Parenthood of Orange and San Bernardino Counties has a full-time opportunity for a Call Center Supervisor in Victorville, CA.

Under the direction of the Director of Call Center/ Patient Experience, the Call Center Supervisor will be responsible for supporting the day-to-day operations of a high-volume call center.

The Call Center Supervisor will assist in ensuring a high level of patient satisfaction and provide support for the Call Center Representatives in finding solutions for resolving patient inquiries.

 

The Call Center Supervisor will assume a collaborative role with the Call Center management team in identifying opportunities for supporting a wide scope of learning efforts such as onboarding, compliance, job-specific skills, and teamwork training.

This position will also work with other departments as needed to improve individual and organizational performance and meet quality standards.

At PPOSBC, we understand the importance of a well-rounded benefits program and are dedicated to providing you with unique benefits that meet the needs of you and your family.

We are proud to offer a range of plans that help protect you in the case of illness or injury including:


* A competitive benefits package including medical, dental, and vision coverage for you and eligible dependents, life insurance, and long term disability. 


* Benefits coverage starts after one full month of employment!


* Generous vacation, sick, and holiday benefits!


* Generous 401(k) matching contributions and more!


* To view our detailed benefits guide, please visit our career site at www.pposbccareers.org

Responsibilities

Essential Functions: Essential functions encompass the required tasks, duties, and responsibilities performed as part of the job and the reason the job exists.

 

Administrative Duties:


* Works closely with the management team to ensure new updates and changes are communicated & implemented in a timely and effective manner.


* Communicates with the management team as needed to maximize efficiencies and resolve issues.


* In collaboration with call center management, will participate in ongoing recognition of team members to help promote a positive work environment.


* Manage day-to-day operations of the call center team.


* Monitors daily staffing levels and looks for solutions to maintain adequate staffing.


* Monitors call center queue and agent’s status to maintain appropriate phone coverage to meet call service level goals.


* Provides feedback to management on call center observations.


* Provide on-site support for the call center, including training for pilots and roll-out of new or revised processes.


* Actively seeks quality improvement opportunities and will communicate the need for assistance to help staff meet quality measures.


* Handles escalated patient requests.


* Conducts on-site shadowing and evaluation for new and existing call center staff.


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