Call Center Supervisor (Bilingual)

Celebrating 50 years of excellence, New York Psychotherapy and Counseling Center (NYPCC) has been at the forefront of mental health and wellness; assisting children, families, and individuals with behavioral and emotional challenges at our five locations throughout the city.

NYPCC is the leading pioneer of community mental health services, serving over 15,000 clients per month. We run and operate the largest clinic in the State of New York and pride ourselves on innovation and “caring for the community” by providing in-person and telehealth services for our clients, while offering an unsurpassable and competitive compensation structure and benefits package to our team of dedicated employees.

NYPCC is certified by Mental Health America as a Platinum Bell Seal organization, the highest certification possible. NYPCC is proud of our ongoing commitment to employee mental health and well-being.

Why Work at NYPCC:

• We Pay Down Your Student Loans!
• Medical, Dental, and Vision Insurance is Paid for by NYPCC 100%
• Paid Time Off and Company Paid Holidays
• Annual Rate Increases
• 403B Retirement Plan with Match!
• Professional Development through NYPCC Academy
• Amazing Workplace Culture
• NYPCC Health and Wellness Events

The Call Center Supervisor provides direct supervision of competent support services which ensures employees resolve issues and improve client satisfaction. Oversees all Call Center Receptionists.

Responsibilities:

• Manage a team of 30-45 call center representative to ensure effective internal/external telephone communications that maintain a professional image reflective of NYPCC’s mission
• Meet regularly with Call Center Manager and Program Administrator to discuss Call Center operations to identify and implement process improvement strategies to achieve an optimum client satisfaction experience
• Provide Call Center Manager and Program Administration with daily/weekly reporting on operational matters through data and other measurable deliverables
• Effectively coordinate all special events, employee wellness and engagement activities
• Perform other duties as assigned by Senior Management and Leadership
• manage the onboarding training for all new Call Center Representatives
• Provide ongoing training and guidance to Call Center Representatives in their duties and responsibilities
• Responsible for quality assurance of the Call Center operations and workflow processes
• Leads the coordination and management of Daily/Weekly tasks assignments for all Frontline Call Center representative
• Conduct all forms of performance appraisals and evaluations to assess employee engagement and expectations
• Responsible for providing adequate staffing resources and coverage for NYPCC’s Call Center
• Leads all Call Center operations and responsible for coordination of adequate staffing resources to ensure operational efficiency
• Handle all escalating calls with the goal to maintain client satisfaction
• Ensure all verbal and written external communications with the organization are responded to in a timely manner
• Follow and enforce all New York State HIPAA guidelines
• Gather and analyze statistics related to call center activities and report on trends to determine potential causes and develops recommendations for process enhancements.
• Collaborates initiatives and communicates with all cross functional interdisciplinary teams

• Bachelor’s Degree preferred
• At least 2 years of experience managing a call center team in a clinical setting
• Able to effectively and professionally communicate in Spanish (both verbally and written)
• Fluent in English and Spanish
• 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
• Outstanding customer service skills
• Effective decision-making skills
• Possesses great written and verbal communication skills and organizational skills
• Highly Proficient in Microsoft Office, including Outlook, Word, Excel, and PowerPoint
• Maintains a positive attitude and is friendly, upbeat, and has a great “can do” personality
• Able to work well in a fast-paced environment
• Passionate about NYPCC’s mission and values

Technical Skills:

• Knowledge of SharePoint
• Ability to create reporting metrics using various quality assessment tools
• Demonstrate knowledge of using a staffing resource scheduling matrix

Scheduling:

• Schedule flexibility due to operational needs inclusive of weekends, coverage support & and on call expectations

Salary: $60,000 - $70,000 per year

Compensation commensurate with experience and qualifications.