Manager Addiction Services (Coordinating Mgr Lvl B), Contact Center

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

Marketing Statement

NYC Health + Hospitals is the largest public health care system in the United States. We provide essential outpatient, inpatient and home-based services to more than one million New Yorkers every year across the city’s five boroughs. Our large health system consists of ambulatory centers, acute care centers, post-acute care/long-term care, rehabilitation programs, Home Care, and Correctional Health Services. Our diverse workforce is uniquely focused on empowering New Yorkers.

Marketing Statement

NYC Health + Hospitals is the largest public health care system in the United States. We provide essential outpatient, inpatient and home-based services to more than one million New Yorkers every year across the city’s five boroughs. Our large health system consists of ambulatory centers, acute care centers, post-acute care/long-term care, rehabilitation programs, Home Care, and Correctional Health Services. Our diverse workforce is uniquely focused on empowering New Yorkers.

At NYC Health + Hospitals, our mission is to deliver high quality care health services, without exception. Every employee takes a person-centered approach that exemplifies the ICARE values (Integrity, Compassion, Accountability, Respect, and Excellence) through empathic communication and partnerships between all persons.

Duties & Responsibilities

SUMMARY OF ESSENTIAL DUTIES AND RESPONSIBILITIES

• Accountable for the overall performance of the assigned contact center team and individual staff members, ensuring achievement of key performance indicators (KPIs), service level objectives, quality standards, and productivity goals while delivering a consistent, accurate, and exceptional customer experience.
• Interviews, trains, coaches, and leads team members as they provide support for callers
• Provides strong, dynamic leadership through regular management and one-on-one development meetings, fostering employee engagement, accountability, and professional growth while ensuring the efficient delivery of contact center services that support facility operations and the overall patient experience.
• Holds team meetings that include eliciting feedback from staff to better understand calls or online requests the agents are receiving. Using this venue to educate, and coach staff on processes, procedures, and performance expectations
• Collects, synthesizes and shares team feedback with leadership for development and optimization of department procedures and tools that lead to continuous improvement and service improvements
• Understands, interprets and applies department Standard Operating Procedures.
• Answers team member’s questions, guiding them through difficult calls or issues, deescalating angry callers, or handling issues that cannot be fielded by agents
• Conducts daily and weekly huddles with team providing staff with knowledge refreshers, organizational updates as well as using the opportunity to highlight individual and team performance
• Ensures compliance with all annual required trainings for themselves and that of their direct reports
• Serves as the liaison for team members working with facility and department partners
• Completes all employee performance reviews as required for direct reports, reviewing with direct reports and providing feedback
• Assists leadership in identifying trends and establishing Contact Center goals
• Ensures the team is achieving desired service levels and performance directives, taking corrective action when necessary
• Prepares reports and analyzes performance and other related data to improve processes, ensure resources are properly allocated, and maximize efficiency and patient satisfaction
• Develops and effectively communicates objectives, that align with the performance goals of the Contact Center for the team’s day-to-day activities
• Travel and/or work assignment locations may include: Bellevue, Cumberland or Metropolitan and Central Office
• Position may require staff to work one of multiple shifts that could start as early as 7 am and as late as 10 am
• Other assignments as directed by the Director and/or Senior Director

Minimum Qualifications

• Master’s Degree from an accredited college or university; and one (1) year of full-time experience in a health care setting; or
• Bachelor’s Degree from an accredited college or university; and two (2) years of full-time experience in a health care setting; or
• A satisfactory equivalent combination of education, training and/or experience, in which each year of relevant training and/or experience can be substituted for 30 semester credits from an accredited college or university. However, all applicants must at least have a High School diploma or its educational equivalent, approved by a State’s Department of Education or a recognized accrediting organization.

Department Preferences

• Minimum three years of supervisory experience in a fast paced and high stress environment, preferably in a call or contact center or managed care environment.
• Minimum three years demonstrated experience in employee development and performance as well as KPI management
• Knowledge of Contact Center Operations
• Ability to multitask and remain calm under pressure, especially during peak hours or intense situations
• Exceptional interpersonal, customer service, problem-solving, verbal and written communication, and conflict resolution skills
• Knowledge of management principles, performance evaluations and contact center metrics
• Strong coaching and leadership skills, ability to positively motivate employees
• Decisiveness and attention to detail
• Bilingual (speaking & writing) in Hindi, Spanish, French, Mandarin, Cantonese, Bengali, Creole, Russian, Polish, Korean, Albanian, Arabic, Urdu preferred
• An organized, reliable and results-driven professional with a practical mind to solve problems on the spot partnered with an ability to see the “big picture” and make improvements.
• Experience leading and managing a remote workforce highly desired