Call Center Operations Lead – Mental Health Services

New York Psychotherapy and Counseling Center; United States; Hybrid; USD 90,000 - 110,000; 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 a Call Center Manager to lead daily operations, coaching staff, and ensure HIPAA-compliant, high-quality client service in a hybrid setting.

The role requires 2+ years in call center leadership within a clinical environment, strong leadership, and proficiency in Microsoft Office. Hybrid schedule supports flexible coverage and ongoing development opportunities within NYPCC.

Qualifications

• Bachelor’s Degree preferred.
• At least 2 years of experience managing a call center team in a clinical setting.
• Bilingual English/Spanish is preferred, but not required.
• 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 skills.
• Effective 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.

Responsibilities

• Oversee daily call center operations to meet service levels and client satisfaction goals.
• Lead coaching, performance improvement, and career development plans.
• Conduct evaluations, coaching sessions, and annual reviews.
• Monitor attendance, productivity, and schedule adherence.
• Coordinate workflow improvements and system rollouts.
• Develop and deliver staff trainings on frontline workflows.

Skills

Leadership

Customer service

Team management

Communication

Decision making

Bilingual English/Spanish

Education

Bachelor’s Degree (preferred)

Tools

Microsoft Office

Job description

New York Psychotherapy and Counseling Center (NYPCC) is seeking a Call Center Manager to lead daily operations, coaching staff, and ensure HIPAA-compliant, high-quality client service in a hybrid setting.

The role requires 2+ years in call center leadership within a clinical environment, strong leadership, and proficiency in Microsoft Office. Hybrid schedule supports flexible coverage and ongoing development opportunities within NYPCC.