Health System Contact Center Manager – People Leadership

NYC Health + Hospitals; New York (NY); On-site; USD 95,000 - 140,000; Full time

Job summary

NYC Health + Hospitals is seeking a Senior Contact Center Supervisor to lead a multi-site team in delivering exceptional patient experience across the city’s five boroughs.

You will manage KPIs, coach staff, ensure service levels, and align operations with ICARE values while coordinating with facility partners and leadership to drive continuous improvement. The role also requires strong leadership, strategic thinking, and the ability to mentor a remote workforce where applicable.

Qualifications

• Master’s Degree in a health-related field with clinical or administrative exposure preferred.
• Bachelor’s Degree in a health-related field acceptable with relevant healthcare experience.
• Equivalent mix of education and experience acceptable per policy; at least a high school diploma required.

Responsibilities

• Accountable for overall performance of the contact center team and staff, achieving KPIs and service levels.
• Interviews, trains, coaches, and leads team members to support callers.
• Provides leadership through management meetings, coaching, and development sessions.

Skills

Supervisory experience

KPI management

Contact Center operations

Coaching and development

Interpersonal communication

Leadership

Multitasking

Conflict resolution

Bilingual (preferred)

Education

Master’s Degree in a relevant field

Bachelor’s Degree in a relevant field

Equivalent combination of education/training/experience

Job description

NYC Health + Hospitals is seeking a Senior Contact Center Supervisor to lead a multi-site team in delivering exceptional patient experience across the city’s five boroughs.

You will manage KPIs, coach staff, ensure service levels, and align operations with ICARE values while coordinating with facility partners and leadership to drive continuous improvement. The role also requires strong leadership, strategic thinking, and the ability to mentor a remote workforce where applicable.