Call Center Ops Lead | Hybrid, Data-Driven Growth

New York Psychotherapy and Counseling Center; United States; Hybrid; USD 80,000 - 90,000; Full time

Benefits offered by this job

Student loan repayment

Health insurance

PTO & holidays

403B with match

Great workplace culture

Wellness events

Job summary

New York Psychotherapy and Counseling Center (NYPCC) is seeking an Assistant Call Center Manager to lead daily call center operations, ensuring service levels and staff performance across multiple locations. This hybrid role emphasizes coaching, data-driven decisions, and HIPAA compliance.

The ideal candidate holds a bachelor’s degree (preferred), at least 2 years of call center management in a clinical setting, and fluent Spanish. NYPCC offers competitive benefits and a mission-driven culture.

Qualifications

• Bachelor’s degree preferred.
• At least 2 years managing a call center team in a clinical setting.
• Able to communicate effectively in Spanish (written and spoken).
• Strong leadership and mentoring abilities.
• Excellent communication and organizational skills.
• Proficient in Microsoft Office (Outlook, Word, Excel, PowerPoint).

Responsibilities

• Manage daily call center operations to meet service, productivity, and client satisfaction targets.
• Oversee real-time queue management and staffing adjustments.
• Supervise and develop Call Center Representatives with coaching & reviews.
• Lead training programs and ensure HIPAA compliance.
• Prepare operational reports and leadership updates.
• Collaborate with cross-functional teams to improve efficiency.

Skills

Call center management

Spanish

Leadership

Customer service

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 call center operations, ensuring service levels and staff performance across multiple locations. This hybrid role emphasizes coaching, data-driven decisions, and HIPAA compliance.

The ideal candidate holds a bachelor’s degree (preferred), at least 2 years of call center management in a clinical setting, and fluent Spanish. NYPCC offers competitive benefits and a mission-driven culture.