Bilingual Call Center Ops Leader (Spanish) | Hybrid

New-York-Psychotherapy-and-Counseling-Center-4; New York (NY); Hybrid; USD 80,000 - 90,000; Full time

Benefits offered by this job

Medical, Dental, Vision Insurance is 0

Job summary

New York Psychotherapy and Counseling Center (NYPCC) in New York, NY, is seeking an Assistant Call Center Manager who is bilingual in Spanish. This full-time, hybrid role oversees daily operations, workforce management, quality assurance, and staff development to deliver exceptional client experiences.

The position requires at least 2 years of call center leadership in a clinical setting, strong coaching skills, and fluency in Spanish.

Qualifications

• Bachelor’s degree preferred.
• 2+ years of experience managing a call center team in a clinical setting.
• Able to effectively and professionally communicate in Spanish (spoken and written).
• Demonstrated leadership and mentoring skills.
• Strong proficiency in Microsoft Office (Outlook, Word, Excel, PowerPoint).

Responsibilities

• Manage daily call center operations to meet service levels and client satisfaction goals.
• Perform real-time queue management and staffing adjustments based on call volume.
• Oversee workforce management including scheduling, occupancy, and forecasting.
• Lead training, coaching, and performance evaluations for staff.
• Drive process improvements and ensure HIPAA compliance.

Skills

Spanish bilingual

Leadership

Coaching

Communication

Analytical skills

Education

Bachelor’s degree preferred

Tools

Microsoft Office

Job description

New York Psychotherapy and Counseling Center (NYPCC) in New York, NY, is seeking an Assistant Call Center Manager who is bilingual in Spanish. This full-time, hybrid role oversees daily operations, workforce management, quality assurance, and staff development to deliver exceptional client experiences.

The position requires at least 2 years of call center leadership in a clinical setting, strong coaching skills, and fluency in Spanish.