Call Center Assistant Manager Jobs in Denver, United States

Responsible To: Call Center Manager Summary: Assist Call Center Manager with all aspects of daily operations, project planning to ensure staff operational efficiency and delivering a superior client experience. Assist with the development and implementation of various operational practices that establish positive employer-employee-client relationships and promote high levels of employee morale. Qualifications: High School diploma or equivalent required.Previous Planned Parenthood experience or call center work experience preferred. Must be committed to the goals, philosophies, and strategies of the Call Center and the Planned Parenthood of the Rocky Mountain (PPRM) mission. Must have excellent oral and written communication skills. Experience with project planning and implementation. Must have strong customer service skills, organizational skills, and managerial experience. This is an hourly, non-exempt position.Pay Range: - $27.06 - 30.67 / hour ESSENTIAL FUNCTIONSAssist the Call Center Manager as needed with hiring and staffing needs. This includes reviewing resumes, participating in interviews, and assisting in final hiring decisions as needed. Assist the Call Center Manager with the managing of staff behavior and performance in order to coach, train, and support the growth and development of call center staff. Assist the Call Center Manager with the training program. This includes assisting with the creation and management of material, documents, and tools staff utilize while training. Assist the Call Center Manager with monitoring staff efficiency, productivity and assist in identifying areas of improvement as well as assisting with ways to address these needs. This includes monitoring calls, tracking down and following up on appointments scheduled in the NextGen platform, and one-on-one check-ins with staff. Manage non-licensed call center staff schedules. This includes reviewing and approving time-off requests, keeping track of call center operational needs and building staff schedules accordingly. Manage non-licensed call center staff payroll needs. This includes ensuring the accuracy of reported hours worked and meeting all payroll deadlines while adhering to all company protocols and guidelines. Assist the Call Center Manager with the management of grants 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 on a daily basis. This also includes staying informed of grant changes and needed training for staff if changes occur. Assist in the management of the Parental Notification process. This includes staying 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 in reporting all minor abuse that is reported to call center staff and follow up appropriately adhering to all protocols and PPRM guidelines. Assist staff in addressing technology, phone platform, and system issues. This includes problem solving with known solutions directly with staff and/or partnering with the IT department to address concerns. Being available as a resource to call center staff to answer questions, talk to patients and clients when needed, and to resolve issues/concerns for clients. This includes responding to emails, calls, and other various forms of communications in a timely manner. Participate in interdepartmental communication as needed in order to provide the best experience to our clients and patients. This includes communicating with people from other PPRM departments as needed to assist in completing tasks, problem solving, and process improvement. Assist the Call Center Manager in maintaining a positive and professional work environment. This includes participating in the preparation of weekly staff meetings, team building activities, and exemplifying all PPRM values. Take calls and work the Call Center queues during downtime and maintain an acceptable low rate of re-queued calls, transferred calls, and unavailable time. This includes fulfilling all Call Center Assistant duties proficiently and accurately. Participate in abortion services. This includes scheduling abortion appointments, giving abortion community referrals as needed, and informing customers and clients of the abortion services provided by PPRM. Perform additional duties as assigned.

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