Contact Center Manager

Planned Parenthood of the Pacific Southwest is one of the largest providers of sexual and reproductive healthcare in Southern California, operating 20 health centers throughout our three-county region. Check out our new video, "We are Planned Parenthood of the Pacific Southwest” for more information about our organization: https://bit.ly/WeArePPPSW.

Care. No Matter What.

The Contact Center Manager oversees all daily operations of the call center department including managing call center performance and analyzing data to identify areas for improvement. They develop, implement, and monitor internal process to ensures customer service policies and procedures are followed. They are responsible for leading, motivating, coaching, and managing performance of call center staff to ensure goals and metrics are met.

The Contact Center Manager tracks customer service trends and recommends changes to improve customer service and the patient experience. They will align staff, resources, and systems to meet Agency strategic goals in collaboration with Patient Access leadership and other stakeholders.

• Associate's Degree or equivalent experience
• and
• 4 + years of experience working in health care, non-profit, or social service role.
• and
• 2+ years of experience supervising and performance managing staff. 
• and
• 1+ years of experience in a call center environment.

• Be responsible for hiring, onboarding and training call center employees for success in handling each patient interaction in accordance with established policies and procedures.
• Coach call center staff through challenging customer service issues and provide support as needed.
• Ensure that patients receive timely, accurate, and helpful scheduling information, thereby improving patient experience.
• Analyze call center data and prepare reports for leadership.
• Use metrics and KPIs (Key Performance Indicators) to assess staff performance, call quality, efficiency and customer satisfaction. Performance manage staff as needed to build and develop their skills and set them up for success.
• Lead team/department meetings and give presentations and updates to executives.
• Develop monthly, quarterly and annual call center goals and action plans. Proactively supports staff where needed to ensure goals and actions plans are followed and achieved.
• Coordinate Contact Center Representative's work schedules to ensure sufficient coverage to support call volume. Makes adjustments as needed.
• Create personnel and supply budgets for review and approval.
• Implement and maintain call center software and tools to streamline operations.
• Continuously review and modify call center processes to enhance efficiency and effectiveness through process improvement.
• Maintain thorough knowledge and understanding of the entire Agency including all reproductive health care services and programs to answer questions and direct calls correctly and appropriately.
• Establish an effective working relationship with internal and external customers.
• Participate in Agency efforts to achieve established goals for productivity and quality metrics.
• Participate in Agency efforts to achieve established patient access and experience goals.
• Manage all master schedules including meeting schedules. Create break, lunch and other applicable shifts for all staff. Responsible for maintaining the Attendance Tracker.

We are the power of Planned Parenthood.

We are Planned Parenthood of the Pacific Southwest, one of the largest and most prominent affiliates of the most iconic health care organization in the world. We are recognized for the wide array of services we provide and the outstanding education we deliver.

We are a prominent and powerful team of health experts who work relentlessly to help our communities sustain their health and well-being. We adhere to the highest standards and protocols as we collaborate and care for people, without judgment.

100 years of advocating for our mission has secured our advancement, our future and our passion for practicing health care.

We are a team you can have fun with and a powerful movement you can be part of. Together we’ll take pride in shaping the future of sexual health and reproductive rights.

For those who feel that purpose is critical to their work, this is a gift.

In This Together.

Planned Parenthood of the Pacific Southwest is an Equal Opportunity Employer.

Please visit our careers page for more information: www.pppswcareers.org