Compassionate Leader: Manager, Admissions & Client Care

Nycacc; New York (NY); Presencial; USD 61.000 - 75.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

PTO package including vacation time,个人

Health, dental and vision insurance

401K and Pension

Life Insurance

Training programs and staff trainings

Descripción de la vacante

ACC, a prominent NYC animal shelter, seeks a Manager of Admissions & Client Care to oversee frontline client experiences across five boroughs and the contact center. You will lead supervisors, drive quality assurance, and implement compassionate, trauma-informed processes to assist clients in crises.

You will partner with the Senior Manager to translate service standards into scalable operations, ensuring consistent, respectful care for people and animals while managing budgets and

Formación

• High school diploma or GED required.
• 3+ years of supervisory experience.
• Proven leadership abilities with experience managing supervisors and building high-performing teams.
• Strong customer service orientation with the ability to de-escalate tense situations and solve complex problems.
• Excellent communication skills with diverse audiences, from clients in crisis to organizational leadership.
• Experience with quality assurance programs, performance metrics, and continuous improvement methodologies.
• Ability to excel in fast-paced, high-stress environments while maintaining compassion and professionalism.
• Strong organizational and time management skills with the ability to balance multiple priorities.
• Commitment to treating all people and animals with dignity and respect.
• Cultural competence and demonstrated ability to work effectively with diverse communities.
• Proficiency with customer service technology, databases, and reporting tools.

Responsabilidades

• Lead frontline client services: Oversee Admissions & Client Care operations across all care centers and contact center operations, ensuring consistent, compassionate service delivery to clients in crisis.
• Manage and develop supervisory team: Directly supervise Admissions & Client Care supervisors and Assistant Manager, Client Support, providing coaching, performance management, and strategic guidance.
• Ensure operational excellence: Maintain quality assurance programs, monitor service metrics, and implement improvements that enhance client experience and operational efficiency.
• Build strategic partnerships: Identify and cultivate relationships with community organizations that expand client service options and support surrender prevention efforts.

Conocimientos

Leadership

Customer service

Communication

De-escalation

Problem solving

Time management

Organizational skills

Cultural competence

Educación

Bachelor's degree preferred

High school diploma or GED

Herramientas

Customer service software

Descripción del empleo

ACC, a prominent NYC animal shelter, seeks a Manager of Admissions & Client Care to oversee frontline client experiences across five boroughs and the contact center. You will lead supervisors, drive quality assurance, and implement compassionate, trauma-informed processes to assist clients in crises.

You will partner with the Senior Manager to translate service standards into scalable operations, ensuring consistent, respectful care for people and animals while managing budgets and