Contact Center Manager

Aurora, IL /
Contact Center /
Full Time
/ On-site
Just a few of the Benefits enjoyed by PPIL employees…
 
-Company subsidized premiums on Medical, Dental, and Vision Insurance
-Up to 12 weeks Paid Parental Leave for eligible employees
-Generous Paid Time Off (PTO) and paid holidays
-Mission focused work
-401k with employer matching
-100% company-paid Life Insurance
-100% company-paid Short and Long Term Disability Coverage
-Robust Employee Assistance Program
-Professional Development awards and opportunities
-Flexible Spending Accounts
-Free Medical Services at PPIL
-Pet Insurance

Planned Parenthood of Illinois is compliant with Governor Pritzker’s 8/26/21 Executive Order covering Healthcare Workers. Furthermore, all staff at Planned Parenthood of Illinois are required to be fully vaccinated against COVID-19 by 10/15/21. Planned Parenthood of Illinois is an equal opportunity employer and reasonable accommodations will be provided based on religious beliefs and to those with disabilities. 

Contact Center Manager
 
The Contact Center Manager oversees the statewide contact center at Aurora, also monitors phones and provides feedback or coaching when necessary to phone staff. This position works under the supervision of the Regional Director.
 
Essential Functions:
 
1.               Oversee and support the operation and daily activities of the statewide Contact Center at Aurora Health Center. Identify trends and issues relevant to the phone support function, and make appropriate recommendations.
 
2.               Coordinate schedules for appropriate staffing of phones. Use data analysis to ensure staffing is at the appropriate level. Manage skill sets and set up of delivery patterns to meet the performance metrics.
 
3.               Supervise Contact Center Assistant Manager and Contact Center Lead in handling of all call processes/problems, including but not limited to: appointment scheduling; referrals; voice attendant; voice mail; recording and updating messages; Spanish language messages; insurance calls, webchat and texting, etc. 
 
4.               Ensure monitoring of phones, including listening to calls, auditing call flow, analysis, etc. is completed by the Contact Center Lead. Give regular feedback to, and coordinate with, the training team regarding training and continuing education needs of phone specialist staff. 
 
5.               Provide continuous analysis and reporting to the Vice President of Patient Services; utilize this information to make strategic recommendations concerning call flow, continuity of the message, and operation of the Contact Center.
 
6.               Provide feedback, coaching, and ongoing training as needed to Contact Center staff related to personal health (OSHA) and effective use and maintenance of equipment.
 
7.               Hire, train, supervise, and evaluate staff that understand, commit to, and practice a customer-oriented approach to health care delivery, and in accordance with the PPIL Personnel Policies and other directives of the Human Resources Department; regularly apprise staff of agency developments and cultivate staff participation in problem identification and resolution.
 
8.         Coordinate and update the contact center new hire training program.  Training areas include, but are not limited to, content, customer service, HIPAA, security, managing calls, and making appointments.  Keep staff motivated, positive and incentivized.
 
9.       Coordinate and facilitate continuous successful communication with health center managers and select departments (billing, nurses, admin front desk) in regards to updates/changes or expectations.
 
10.       Troubleshoot phone equipment problems, with IT and phone vendor whenever necessary.  Become proficient in resolving basic equipment problems and be responsible for appropriate follow up in the event of significant equipment failure.
 
11.       Coordinate with Vice President of Patient Services in regards to all responsibility for all call processes/problems.  This includes maintenance of voice attendant (updates, Spanish language, voice mail, etc.), handling insurance calls, producing and updating phone scripts, etc.
 
12.       Manage reporting functions and compile monthly.  Evaluate and provide analysis about all sites connected on the phone system.  Analyze trends and make adjustments to call center operations accordingly. Assume responsibility and assist in meeting annual operating objectives, including but not limited to, meeting the monthly goals of:
·       90% or above of all calls answered
·       Average calls answered time under 75 seconds (1 min 15 sec)
·       Total average talk times under 3.5 min
 
13.       Participate to MST meetings as appropriate to continue to contribute to the management team and be knowledgeable of all the upcoming changes.
 
14.       Through these activities demonstrate an understanding of and commitment to PPIL core values of access, activism, care, confidentiality, diversity, excellence, integrity, respect, self-determination, and stewardship; practice these values in relations with internal and external customers.
 
15.       Other duties as assigned.
 
Physical Demands:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
 
While performing the duties of this job, the employee is regularly required to stand, walk, talk, and hear.  The employee frequently is required to use hands and fingers to handle, or feel and reach.  The employee is occasionally required to sit.  The employee must occasionally lift and/or move up to 25 pounds.
 
Supervisor:     Regional Director
Status:             Full time, exempt from overtime provision of federal salary guidelines.
 
Qualifications:
Education:
Completion of an accredited high school program or equivalent. Additional training and/or education in the reproductive health or medical services, is desirable.  Bachelor’s degree preferred.
 
Experience:
Previous line supervision and/ or call center experience necessary.
 
Personal & Professional Qualities:
Commitment to the efficient and customer-oriented provision of services, as well as a commitment to the operating goals of Planned Parenthood of Illinois.
 
Excellent communications skills necessary. Ability to communicate with patients, the public, staff, and volunteers in a professional, warm, and sensitive manner. Bi-lingual ability in Spanish or other languages common to the area is helpful.
 
High energy level, organizational skills and attention to detail required. Willingness to participate in a team approach to health care.
 
Must be willing and able to work evening and weekend hours.
 
Planned Parenthood works affirmatively to include diversity among its workforce and does not discriminate in the selection of its staff based on factors including but not limited to race, color, religion, sex, national origin, age, sexual orientation, gender identity, disability, income, marital status or any other characteristic protected under federal, state or local law.  We encourage diverse candidates to apply for this position.