Remote Contact Center Manager: KPI & Team Growth

NYC Health + Hospitals; New York (NY); On-site; USD 80,000 - 110,000; Full time

Job summary

NYC Health + Hospitals is seeking a Supervisor for the Contact Center to lead a multi-site team and ensure high-quality patient experiences. You will supervise, coach, and drive KPIs while guiding daily operations across facilities.

Responsibilities include team coaching, huddles, SOP compliance, performance reporting, and cross-site collaboration. Travel to Bellevue, Cumberland, or Metropolitan and Central Office may be required.

Qualifications

• Master’s degree with 1 year health care experience or Bachelor’s with 2 years in health care.
• Equivalent combination of education and experience accepted; HS diploma required.
• Experience in health care settings and supervisory roles preferred.

Responsibilities

• Oversee overall performance of the contact center team to meet KPIs and service levels.
• Interview, train, coach and lead staff to deliver excellent customer experience.
• Conduct daily/weekly huddles and provide ongoing staff development.
• Ensure compliance with department SOPs and performance standards.
• Prepare reports and analyze performance data to improve processes and patient satisfaction.
• Collaborate with facility partners and travel to multiple sites as needed.

Skills

Team leadership

KPI management

Coaching

Interpersonal skills

Conflict resolution

Verbal and written communication

Multitasking

Problem solving

Remote workforce management

Bilingual (preferred)

Education

Master’s Degree in Healthcare or related field

Bachelor’s Degree in Healthcare or related field

Equivalent combination of education/experience

Job description

NYC Health + Hospitals is seeking a Supervisor for the Contact Center to lead a multi-site team and ensure high-quality patient experiences. You will supervise, coach, and drive KPIs while guiding daily operations across facilities.

Responsibilities include team coaching, huddles, SOP compliance, performance reporting, and cross-site collaboration. Travel to Bellevue, Cumberland, or Metropolitan and Central Office may be required.