Assistant Call Center Manager

New York Psychotherapy and Counseling Center; United States; Presencial; USD 80.000 - 90.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Medical, Dental, Vision insurance (100

Paid Time Off & holidays

403B retirement plan with match

Student loan repayment assistance

Positive workplace culture

Descripción de la vacante

New York Psychotherapy and Counseling Center (NYPCC) is seeking an Assistant Call Center Manager to lead daily operations, optimize staffing, and drive high-quality client experiences. Hybrid schedule with weekday hours.

You will coach staff, manage metrics, and coordinate initiatives aligned with NYPCC’s mission to deliver exceptional mental health services. The role requires leadership experience, Spanish communication skills, and a focus on process improvement within a clinical setting.

Formación

• Able to effectively and professionally communicate in Spanish (written and spoken).
• Demonstrated experience in team management and mentoring.
• Exceptional leadership and management skills with strong organizational abilities.
• Excellent communication and organizational skills.
• Outstanding customer service skills and ability to handle sensitive client interactions.
• Proficient in Microsoft Office (Outlook, Word, Excel, PowerPoint).

Responsabilidades

• Manage daily call center operations to ensure service levels, productivity, and client satisfaction goals.
• Perform real-time queue management and staffing adjustments based on call volume.
• Oversee workforce management, schedule adherence, occupancy, and staffing forecasts.
• Develop and execute business continuity plans for outages and staffing shortages.
• Own operational dashboards and monitor live performance metrics.
• Lead onboarding and ongoing training for Call Center staff.
• Conduct evaluations, coaching, and performance reviews.
• Drive initiatives to improve patient satisfaction and client experience.
• Coordinate cross-functional collaboration to improve operational efficiency.
• Prepare and present operational reports and KPIs to leadership.

Conocimientos

Spanish language proficiency

Team leadership/mentoring

Leadership and management

Communication skills

Customer service excellence

Microsoft Office

Educación

Bachelor’s degree preferred

Herramientas

Microsoft Office Suite

Descripción del empleo

Company Description

Named City and State's Top Place to Work in NY (2025) — Join a mission-driven mental health leader serving 15,000+ clients each month!

Celebrating over 50 years of excellence, New York Psychotherapy and Counseling Center (NYPCC) is a leader in community mental health, serving over 15,000 clients each month across four locations. We operate the largest mental health clinic in New York State and are committed to innovation and Caring for the Community through both in-person and telehealth services.

NYPCC is proud to be certified as a Platinum Bell Seal organization by Mental Health America — the highest distinction for workplace mental health. We were also named one of the Top Places to Work in New York in 2025, reflecting our commitment to supporting, valuing, and investing in our dedicated team through competitive compensation, excellent benefits, and a mission-driven culture.

Why Work at NYPCC:

• We Pay Down Your Student Loans!
• Medical, Dental, and Vision Insurance is Paid for by NYPCC 100%
• Paid Time Off and Company Paid Holidays
• 403B Retirement Plan with Match!
• Amazing Workplace Culture
• NYPCC Health and Wellness Events

Job Description

The Assistant Call Center Manager provides operational leadership for the daily performance of the Call Center by overseeing workforce management, service delivery, employee development, quality assurance, project implementation, and continuous process improvement. This role is responsible for ensuring operational excellence through data-driven decision-making, coaching and developing staff, managing departmental initiatives, maintaining compliance, and delivering an exceptional client experience while supporting NYPCC's strategic objectives.

HYBRID SCHEDULE: Monday - Friday 9:00 AM - 6:00 PM

Job Responsibilities

• Manage daily call center operations to ensure service levels, productivity, and client satisfaction goals are consistently achieved.
• Perform real-time queue management and staffing adjustments based on call volume and operational demands.
• Oversee workforce management, including schedule adherence, occupancy, shrinkage, staffing forecasts, and resource planning.
• Develop and execute business continuity plans for system outages, weather events and staffing shortages.
• Own operational dashboards and monitor live performance metrics to proactively address service interruptions.
• Coordinate staffing coverage to ensure operational efficiency across all service lines.
• Directly supervise, coach, and develop Call Center Representatives through regular one-on-one meetings.
• Develop individualized coaching, performance improvement, and career development plans.
• Conduct performance evaluations, coaching sessions, corrective actions, and annual reviews in a timely manner.
• Lead employee engagement, recognition, and retention initiatives.
• Identify high-potential employees and participate in succession planning.
• Resolve employee conflicts and foster a collaborative, high-performing team environment.
• Monitor attendance, punctuality, productivity, and schedule adherence.
• Partner with Quality Assurance to identify performance trends and implement corrective action plans.
• Ensure new workflows and operational processes are successfully adopted through audits and follow-up coaching.
• Oversee onboarding, refresher training, and competency assessments for all Call Center staff.
• Validate training effectiveness following implementation of new initiatives, workflows, or systems.
• Develop and facilitate ongoing operational training utilizing current best practices.
• Monitor departmental KPIs and develop action plans when performance falls below established targets.
• Analyze operational data, call trends, and workforce metrics to identify improvement opportunities.
• Prepare and present operational reports, recommendations, and performance updates to leadership.
• Track action items from leadership meetings through completion and ensure accountability.
• Provide daily, weekly, and monthly operational reporting utilizing measurable performance indicators.
• Lead operational projects from planning through implementation.
• Coordinate workflow improvements, pilot programs, and system rollouts.
• Develop project timelines, monitor deliverables, and hold stakeholders accountable.
• Drive organizational change management initiatives and ensure successful adoption across the department.
• Evaluate project outcomes and recommend process improvements based on operational results.
• Serve as the departmental liaison for technology implementations and operational system enhancements.
• Partner with Information Technology to identify, troubleshoot, and resolve system issues.
• Participate in testing of new software, applications, workflows, and system updates prior to implementation.
• Provide operational feedback to improve technology solutions supporting the Call Center.
• Conduct operational audits to ensure adherence to departmental workflows, documentation standards, and organizational policies.
• Ensure compliance with HIPAA and all internal operational, documentation quality, and regulatory standards.
• Monitor workflow consistency and implement corrective actions when compliance gaps are identified.
• Analyze client feedback, complaints, and service trends to identify opportunities for improvement.
• Develop and implement service recovery plans for escalated client concerns.
• Lead initiatives to improve patient satisfaction and overall client experience.
• Participate in strategic planning initiatives supporting departmental and organizational growth.
• Analyze call volume trends to identify future staffing and capacity needs.
• Recommend staffing models, workflow enhancements, and operational improvements based on performance data.
• Support implementation of organizational strategic initiatives across the department.
• Monitor departmental inventory, equipment, and operational resource needs.
• Coordinate procurement requests to ensure uninterrupted operations.
• Manage onboarding and ongoing training for new Call Center Representatives.
• Handle escalated client concerns to maintain exceptional customer service.
• Collaborate with cross-functional departments to improve operational efficiency.
• Coordinate employee engagement activities and departmental initiatives.
• Perform additional duties as assigned by leadership.

Qualifications

• Bachelor’s Degree preferred
• At least 2 years of experience managing a call center team in a clinical setting
• Able to effectively and professionally communicate in Spanish (both verbally and written)
• Demonstrated experience in team management and mentoring
• Provide high-level performance metrics, formal reporting observations and employee standards assessments
• Develop and facilitate all staff trainings related to all frontline workflows utilizing current best practices
• Exceptional leadership and management skills
• Excellent communication and organizational skills
• Outstanding customer service skillsEffective decision-making skills
• Possesses great written and verbal communication skills and organizational skills
• Highly Proficient in Microsoft Office, including Outlook, Word, Excel, and PowerPoint
• Maintains a positive attitude and is friendly, upbeat, and has a great "can do" personality
• Able to work well in a fast-paced environment
• Passionate about NYPCC’s mission and values

Additional Information

All your information will be kept confidential according to EEO guidelines.

Salary: $80,000 - $90,000/year

Compensation will commensurate with experience and qualifications.