Assistant Call Center Manager — Lead, Coach & Optimize

New York Psychotherapy and Counseling Center (NYPCC); New York (NY); Hybrid; USD 80,000 - 90,000; Full time

Benefits offered by this job

Competitive compensation

Leadership development

Mission-driven culture

Impactful work

Job summary

New York Psychotherapy and Counseling Center (NYPCC) is seeking an Assistant Call Center Manager to lead daily operations, optimize service levels, and deliver exceptional client experiences across our outpatient channels. This role focuses on staffing, coaching, QA, and data-driven decision making, with a hybrid schedule in New York.

Candidates should have healthcare call center leadership experience and Spanish communication skills.

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 (verbal and written)
• Demonstrated experience in team management and mentoring
• Provide high-level performance metrics, formal reporting observations and employee standards assessments
• Excellent communication and organizational skills
• Outstanding customer service skills

Responsibilities

• Manage daily call center operations to meet service levels, productivity, and client satisfaction goals.
• Oversee staffing, scheduling, and real-time queue management based on call volume.
• Coach and develop Call Center Representatives through regular one-on-one meetings.
• Lead QA, onboarding, refresher training, and competency assessments.
• Analyze KPIs and present performance updates to leadership.
• Coordinate technology implementations and system enhancements.
• Ensure HIPAA compliance and data security across the department.
• Improve patient experience and client satisfaction through service recovery and process improvements.
• Drive strategic planning and capacity planning for future growth.

Skills

Spanish fluency

Leadership

Team management

Customer service

Microsoft Office

Communication skills

Education

Bachelor’s degree preferred

Tools

Microsoft Office

Job description

New York Psychotherapy and Counseling Center (NYPCC) is seeking an Assistant Call Center Manager to lead daily operations, optimize service levels, and deliver exceptional client experiences across our outpatient channels. This role focuses on staffing, coaching, QA, and data-driven decision making, with a hybrid schedule in New York.

Candidates should have healthcare call center leadership experience and Spanish communication skills.