Call Center Manager

New York Psychotherapy and Counseling Center is a mental health service provider specializing in psychotherapy and counseling for individuals, couples, and families. The center offers a range of therapeutic services aimed at improving emotional well-being, managing mental health disorders, and fostering personal growth. Their mission is to provide compassionate, evidence-based care tailored to the unique needs of each client in a supportive and confidential environment. They serve the New York community with licensed professionals dedicated to enhancing mental health and quality of life.

The Call Center Manager provides operational leadership for the daily performance of the Call Center by overseeing workforce management, service delivery, employee development, quality assurance, project implementation, and continuous process improvement. The role ensures operational excellence through data-driven decision-making, coaching and developing staff, managing departmental initiatives, maintaining compliance, and delivering an exceptional client experience while supporting NYPCC's strategic objectives. Responsibilities include managing daily operations and queue management, overseeing staffing forecasts and resource planning, owning operational dashboards and KPIs, leading employee engagement and development, partnering with Quality Assurance on trends and corrective actions, overseeing onboarding and training, preparing operational reports for leadership, leading operational projects and change management, liaising with IT for system implementations and testing, ensuring HIPAA and policy compliance, analyzing client feedback and service recovery, and participating in strategic planning and resource management. The role operates on a hybrid schedule, Monday–Friday 9:00 AM–6:00 PM.

Lead and manage daily call center operations, workforce management, quality assurance, training, and performance reporting to ensure excellent client experience and operational efficiency for NYPCC.

United States

<p>The Call Center Manager provides operational leadership for the daily performance of the Call Center by overseeing workforce management, service delivery, employee development, quality assurance, project implementation, and continuous process improvement. The role ensures operational excellence through data-driven decision-making, coaching and developing staff, managing departmental initiatives, maintaining compliance, and delivering an exceptional client experience while supporting NYPCC's strategic objectives. Responsibilities include managing daily operations and queue management, overseeing staffing forecasts and resource planning, owning operational dashboards and KPIs, leading employee engagement and development, partnering with Quality Assurance on trends and corrective actions, overseeing onboarding and training, preparing operational reports for leadership, leading operational projects and change management, liaising with IT for system implementations and testing, ensuring HIPAA and policy compliance, analyzing client feedback and service recovery, and participating in strategic planning and resource management. The role operates on a hybrid schedule, Monday–Friday 9:00 AM–6:00 PM.</p><p>Benefits:</p><ul><li> Competitive compensation</li><li> Outstanding benefits</li><li> Career growth through the NYPCC Academy and leadership development programs</li><li> Collaborative, mission-driven culture</li><li> Hybrid work schedule (Monday - Friday 9:00 AM - 6:00 PM)</li><li> Opportunity to make a lasting impact and meaningful career in mental health</li></ul>

New York Psychotherapy and Counseling Center

Call Center Manager Lead and manage daily call center operations, workforce management, quality assurance, training, and performance reporting to ensure excellent client experience and operational efficiency for NYPCC. The Call Center Manager provides operational leadership for the daily performance of the Call Center by overseeing workforce management, service delivery, employee development, quality assurance, project implementation, and continuous process improvement. The role ensures operational excellence through data-driven decision-making, coaching and developing staff, managing departmental initiatives, maintaining compliance, and delivering an exceptional client experience while supporting NYPCC's strategic objectives. Responsibilities include managing daily operations and queue management, overseeing staffing forecasts and resource planning, owning operational dashboards and KPIs, leading employee engagement and development, partnering with Quality Assurance on trends and corrective actions, overseeing onboarding and training, preparing operational reports for leadership, leading operational projects and change management, liaising with IT for system implementations and testing, ensuring HIPAA and policy compliance, analyzing client feedback and service recovery, and participating in strategic planning and resource management. The role operates on a hybrid schedule, Monday–Friday 9:00 AM–6:00 PM. Call Center Manager Operations New York Psychotherapy and Counseling Center Mental Health Care Counseling Services Psychotherapy Microsoft Outlook Microsoft Word Microsoft Excel Microsoft PowerPoint operational dashboards call center telephony/queue systems workforce management systems Quality Assurance tools reporting/analytics tools telehealth systems (contextual) New York New York

The Call Center Manager provides operational leadership for the Call Center, overseeing workforce management, service delivery, employee development, quality assurance, and project implementation. This role drives data-informed decisions, maintains compliance (including HIPAA), and leads initiatives to improve client experience and operational performance on a hybrid schedule.

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