Hybrid Call Center Manager — Lead Operations & Quality

New York Psychotherapy and Counseling Center; New York (NY); Hybrid; USD 90,000 - 110,000; Full time

Benefits offered by this job

Competitive compensation

Excellent benefits

Career growth programs

Mission-driven culture

Job summary

New York Psychotherapy and Counseling Center (NYPCC) is seeking a Call Center Manager to provide operational leadership for daily call center performance. You will oversee workforce management, coaching staff, quality assurance, and process improvements while supporting NYPCC's strategic objectives.

The hybrid schedule is Monday–Friday, 9:00 AM–6:00 PM. The role emphasizes data-driven decisions, strong leadership, and delivering exceptional client experiences.

Qualifications

• Bachelor’s Degree preferred.
• At least 2 years of experience managing a call center team in a clinical setting.
• Bilingual English/Spanish 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.
• Highly proficient in Microsoft Office, including Outlook, Word, Excel, and PowerPoint.

Responsibilities

• Manage daily call center operations to ensure service levels, productivity, and client satisfaction goals are met.
• Oversee workforce management, scheduling, and staffing forecasts.
• Lead employee engagement, recognition, and retention initiatives.
• Coordinate workflow improvements, pilot programs, and system rollouts.
• Ensure HIPAA compliance and adherence to internal standards.
• Prepare and present operational reports and performance updates to leadership.

Skills

Leadership

Team management

Mentoring

Communication

MS Office

Bilingual English/Spanish

Education

Bachelor’s Degree preferred

Job description

New York Psychotherapy and Counseling Center (NYPCC) is seeking a Call Center Manager to provide operational leadership for daily call center performance. You will oversee workforce management, coaching staff, quality assurance, and process improvements while supporting NYPCC's strategic objectives.

The hybrid schedule is Monday–Friday, 9:00 AM–6:00 PM. The role emphasizes data-driven decisions, strong leadership, and delivering exceptional client experiences.