Call Center Assistant Manager

Job Details

Description

Anticipated Closing Date: 8/01/2024

Full Position Pay Range $ 27.87 – $35.31

Starting Pay Range Although our full pay range is included above, the budgeted hiring range for this position is $ 27.87 – $ 31.59 per hour.

Hourly, Non Exempt

Schedule: Full Time 37.5 hours per week, Monday-Friday May include some Saturdays with a weekday off.

• Onsite: 50%
• Remote: 50% 

The Objective: In partnership and direction from the Virtual Care Center (VCC) Manager of the Call Center, you will oversee aspects of daily operations and project planning of the call center to ensure staff operational efficiency and compliance in delivering a superior caller experience.

Success: You will know you are successful when staff are meeting department goals, are highly engaged, and providing excellent patient care in compliance with organizational, state, and federal regulations.

Snapshot: Your days will be spent on the computer in a virtual environment providing direction and support to staff individually and as a team. Much of your time will be spent assisting the Virtual Care Center (VCC) Manager of the Call Center developing and implementing operational practices that establish positive employer-employee-patient relationships and promote high employee morale. Some of your time will be spent alone planning schedules and managing staff timesheets. Some of your time will be spent addressing elevated caller or staff concerns as they arise. You will occasionally act as a Call Center Assistant, answering a high volume of calls as they come in throughout the day ensuring quality assurance, and addressing individual or team performance or training needs.

You may work from home or office. You may be required to be in the office occasionally for administrative duties, training, or teambuilding.

Qualifications:

You are a high school graduate (or equivalent) with at least 6 months of previous call center, healthcare, reproductive health, or Planned Parenthood experience. You are a self-starter with excellent communication skills, that considers providing excellent customer service as at the core of your day-to-day tasks. You may have previous experience with project management, department management, and leading and coaching teams. If you are Bilingual (English/Spanish) that is a bonus.

If you work from home, you will need a reliable internet connection and quiet space that is free of distractions, so that you can focus on your job responsibilities. Background noise should be limited, and you must be able to maintain a space that provides patient confidentiality.

Key Approaches to the Work:

Highly organized

Project Management & Execution

Relationship-builder

Equity and Inclusion Champion

Primary Areas of Responsibility/Essential Functions:

• Help Lead a High Performing Team: You’re the right-hand person to the VCC Manager of the Call Center, playing a key role in the day-to-day functioning of an outstanding Call Center Team. You engage with every phase of the employee life cycle, providing leadership and capacity essential to the team’s overall performance. To do this you will:
• Assist the VCC Manager of the Call Center in hiring and staffing needs, maintaining a positive and professional work environment, staff meetings, team building activities, and exemplifying all PPRM values.
• Manage staff behavior, productivity, and performance to coach, train, and support the growth and development of call center staff.
• Participate in the creation and management of material, documents, and tools staff utilize while training.
• Stay up to date on any Parental Notification changes passed down by leadership, training staff on the handling of Parental Notification letters, appropriate distribution of these letters, and ensuring the daily operational needs of this work.
• Assist the VCC Manager of the Call Center with the management of grants that the call center allocates funds for. This includes working directly with patients to screen them and discuss personal financial situations to find the best way to assist them daily. This also includes staying informed of grant changes and needed training for staff if changes occur.
• Participate in interdepartmental communication as needed, including communicating with people from other PPRM departments as needed to assist in completing tasks, problem-solving, and process improvement. 
• Own Management of Team Schedules/Payroll: As the one responsible for managing staff schedules and payroll, you can toggle easily between the big picture and the critical details. To do this you will:
• Manage call center staff schedules, review and approve time-off requests, keep track of call center operational needs and build staff schedules accordingly.
• Manage call center staff payroll needs, ensure the accuracy of reported hours worked and meet all payroll deadlines while adhering to all company protocols and guidelines. 
• Support Call Center Staff and VCC Department: You have the skills and experience to work the Call Center. You are a mentor and coach who provides a valuable level of expertise and support to teammates. To do this you will:
• Assist staff with technology, phone platform, system issues, and problem solve with known solutions directly with staff and/or partner with the IT department to address concerns.
• Be a resource to call center staff to answer questions, talk to callers when needed to resolve issues/concerns.
• Serve as a mandatory reporter of minor abuse reported to call center staff, follow up appropriately, and adhere to all protocols, state mandatory reporting laws, and PPRM guidelines.
• Take calls and work the call center queues when needed.
• Stay abreast and knowledgeable of all roles within the VCC, facilitating understanding individual responsibilities and how they intersect with the call center and act as a leader within the department.

Abortion Care: We all work in abortion care, whether it is referrals, information, education, counseling, performing, scheduling, etc. In this role, you will be leading a team that provides care, education, and services for patients who have or may be seeking abortion care with PPRM.

Benefits at PPRM include:

• A predictable schedule and dedicated individualized paid training
• 401K/Safe Harbor Contributions (We contribute to your 401K after an allotted period of time)
• Medical/Vision/Dental, with extended mental health coverage
• Employee Loan Program
• Employee Assistance Program and WorkLife Partnership
• PPRM Internal Benefits Program
• Paid Family Leave/Paid Parental Leave
• PTO and Sick Time
• Float Holidays (You pick your holidays)
• Bereavement Leave
• And More!

COVID-19 Vaccine: All employees working directly with patients or working in a health center at any time must have the current COVID-19 vaccine or wear a mask at all times. Proof must be uploaded upon hire during onboarding. You will upload a picture or pdf of your vaccination card(s). 

Background Check Required

Planned Parenthood of the Rocky Mountains is an equal employment opportunity employer and is committed to maintaining a non-discriminatory work environment, and does not discriminate against any employee or applicant for employment on the basis of race, color, religion, sex, national origin, age, disability, veteran status, marital status, sexual orientation, gender identity, or any other characteristic protected by applicable law. 

About Us:

Planned Parenthood is committed to creating a dynamic work environment that values diversity, equity, inclusion, respect, integrity, customer focus, and innovation. We are committed to creating a welcoming space for all people on our staff, in our health centers, and in our community. We do this by tending to the team, respecting and honoring all people, jumping in, trying and learning, caring for our business, and returning to our mission. Learn More

Read Full Description