New York Psychotherapy and Counseling Center is hiring: Call Center Supervisor (

Call Center Supervisor (Bilingual)

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

Qualifications:

• 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
• Knowledge of SharePoint
• Ability to create reporting metrics using various quality assessment tools
• Demonstrate knowledge of using a staffing resource scheduling matrix
• Schedule flexibility due to operational needs inclusive of weekends, coverage support & on call expectations

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

Compensation commensurate with experience and qualifications.