Assistant Call Center Manager- (Bilingual Spanish)

NYPCC; New York, Northern (NY, KY); Hybrid; USD 90,000 - 110,000; Full time

Job summary

NYPCC is seeking a Call Center Manager to lead daily call center operations, driving service levels, staff development, and process improvements. The role emphasizes data-driven decisions, coaching, and ensuring an exceptional client experience in a hybrid work setting.

The ideal candidate will have a Bachelor’s degree preference, 2+ years of clinical call center management, and strong leadership and communication skills.

Qualifications

• Bachelor's degree or higher preferred in a related field.
• 2+ years managing a call center team in a clinical/healthcare setting.
• Strong leadership, mentoring, and performance management.
• Experience with workforce management and call center metrics.

Responsibilities

• Oversee daily call center operations to meet service levels and customer satisfaction.
• Lead staff development, coaching, and performance evaluations.
• Monitor KPIs and dashboards; manage staffing and scheduling.
• Coordinate project implementations and process improvements.
• Ensure HIPAA compliance and high-quality client experience.

Skills

Leadership

Team management

Coaching

Process improvement

Communication

Bilingual English/Spanish

Education

Bachelor's Degree preferred

Tools

Microsoft Office

Job description

• Screening Question Set: Call Center Supervisor
• Compensation: USD 90,000 - USD 110,000 - yearly

Company Description

Join One of New York's Most Awarded Mental Health Employers!

At NYPCC , we're not just changing lives, we're redefining what it means to build a meaningful career in mental health.

2025 and 2026 City & State Top Workplace in New York

Mental Health America's Platinum Bell Seal recipient for FIVE consecutive years

Serving 15,000+ clients every month

50+ years of transforming lives across New York City

If you're looking for more than just your next job, you've found it.

For over five decades, New York Psychotherapy and Counseling Center (NYPCC) has been one of New York's leading community mental health organizations, delivering innovative, compassionate care through both in-person and telehealth services. Today, we proudly serve more than 15,000 clients each month while continuing to set the standard for clinical excellence and employee experience.

At NYPCC, you'll find:

• Competitive compensation and outstanding benefits
• Career growth through our Academy and leadership development programs
• A collaborative, mission-driven culture where our employee matters
• The chance to make a lasting impact on thousands of lives every single day

Come build a career where purpose meets possibility!

Job Description

TheCall 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 roleis responsible forensuring operational excellence through data-driven decision-making,coachingand developing staff, managing departmental initiatives,maintainingcompliance, and delivering an exceptional client experience while supporting NYPCC's strategicobjectives.

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

Job Responsibilities:

Operations

• 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 andmonitorlive performance metrics to proactively address service interruptions.
• Coordinate staffing coverage to ensure operational efficiency across all service lines.

Leadership & People Management

• 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 reviewsin a timely manner.
• Lead employee engagement, recognition, and retention initiatives.
• Identifyhigh-potential employees andparticipatein succession planning.
• Resolve employee conflicts and foster a collaborative, high-performing team environment.
• Monitor attendance, punctuality, productivity, and schedule adherence.

Quality Assurance & Training

• Partner with Quality Assurance toidentifyperformance 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 andfacilitateongoing operational trainingutilizingcurrent best practices.

Performance Management & Reporting

• Monitor departmental KPIs and develop action plans when performance falls belowestablishedtargets.
• Analyze operational data, call trends, and workforce metrics toidentifyimprovement 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.

Project & Change Management

• Lead operational projects from planning through implementation.
• Coordinate workflow improvements, pilot programs, and system rollouts.
• Develop project timelines,monitordeliverables, 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 toidentify, troubleshoot, and resolve system issues.
• Participate intesting ofnew software, applications, workflows, and system updates prior to implementation.
• Provide operational feedback to improve technology solutions supporting the Call Center.

Compliance

• 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.

Client Experience

• 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.

Strategic & Operational Planning

• Participate in strategic planning initiatives supporting departmental and organizational growth.
• Analyze call volume trends toidentifyfuture 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.

Resource Management

• Monitor departmental inventory, equipment, and operational resource needs.
• Coordinate procurement requests to ensure uninterrupted operations.

Existing Responsibilities

• Manage onboarding and ongoing training for new Call Center Representatives.
• Handle escalated client concerns tomaintainexceptional customer service.
• Collaborate with cross-functional departments to improve operational efficiency.
• Coordinate employee engagement activities and departmental initiatives.
• Performadditionalduties asassigned by leadership.

Qualifications

• Bachelor’s Degreepreferred
• At least2years of experiencemanaging acall centerteam in a clinicalsetting
• Bilingual English/Spanish is preferred, but not required
• Demonstrated experience in team management andmentoring
• Provide high-level performance metrics, formal reportingobservationsand employee standardsassessments
• Develop andfacilitateall staff trainings related to all frontline workflowsutilizingcurrent bestpractices
• Exceptional leadership and management skills
• Excellent communication and organizational skills
• Possesses great written and verbal communication skills and organizationalskills
• 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-pacedenvironment
• Passionate about NYPCC’s mission and values

Additional Information

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

Compensation will commensurate with experience and qualifications.

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