Bilingual Call Center Lead — Hybrid Ops & Coaching

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

Job summary

New York Psychotherapy and Counseling Center in New York, NY seeks an Assistant Call Center Manager to lead daily operations, staffing, quality assurance, and client experience in a hybrid work model. The role emphasizes data-driven decision making, coaching staff, and cross-functional collaboration to support strategic objectives.

The successful candidate will have 2+ years of call center leadership in a clinical setting, strong mentoring abilities, and excellent communication skills in English

Qualifications

• Bachelor’s Degree preferred.
• 2+ years of experience managing a call center team in a clinical setting.
• Able to communicate effectively in Spanish (spoken & written).
• Strong leadership, mentoring and team development abilities.
• Excellent written and verbal communication and organizational skills.

Responsibilities

• Manage daily call center operations to meet service levels and client satisfaction goals.
• Oversee real-time queue management and staffing adjustments based on demand.
• Develop coaching, performance improvement, and career development plans.
• Lead onboarding, refresher training, and competency assessments.
• Monitor KPIs, prepare leadership reports, and drive improvements.
• Coordinate cross-functional initiatives and system change efforts.

Skills

Team management

Leadership

Communication

MS Office

Education

Bachelor's Degree preferred

Tools

Microsoft Excel

PowerPoint

Outlook

Job description

New York Psychotherapy and Counseling Center in New York, NY seeks an Assistant Call Center Manager to lead daily operations, staffing, quality assurance, and client experience in a hybrid work model. The role emphasizes data-driven decision making, coaching staff, and cross-functional collaboration to support strategic objectives.

The successful candidate will have 2+ years of call center leadership in a clinical setting, strong mentoring abilities, and excellent communication skills in English