New York Psychotherapy and Counseling Center (NYPCC) Is Hiring A Call Center Supervisor Bilingual

Join Our Team as a Call Center Supervisor at NYPCC!

Celebrate a legacy of 50 years of excellence in mental health by leading a dynamic team dedicated to community wellness and exceptional client care at the New York Psychotherapy and Counseling Center (NYPCC).

About NYPCC

Since its inception, NYPCC has been a pioneer in community mental health services, serving over 15,000 clients monthly across five locations in New York City. We operate the largest clinic in New York State and are committed to innovation, community care, and employee well-being. Certified by Mental Health America as a Platinum Bell Seal organization, we prioritize the mental health of our staff as much as our clients.

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 🧘‍♂️🧘‍♀️

Job Description

The Call Center Supervisor provides leadership and oversight of support services, ensuring effective communication, high client satisfaction, and team development. You will oversee all Call Center Receptionists and manage daily operations to align with NYPCC’s mission and values.

Responsibilities 💼

• Manage a team of 30-45 call center representatives to maintain professional internal and external communication reflecting NYPCC's mission
• Collaborate with Call Center Manager and Program Administrator to discuss operations and implement process improvements
• Provide daily/weekly reports on operational metrics and activities
• Coordinate special events, employee wellness, and engagement initiatives
• Manage onboarding, training, and ongoing development of Call Center Representatives
• Ensure quality assurance of workflows and operations
• Assign and oversee daily/weekly tasks for frontline staff
• Conduct performance appraisals to promote employee engagement
• Maintain adequate staffing levels to ensure operational efficiency
• Handle escalated calls to preserve client satisfaction
• Respond promptly to all external communications
• Enforce HIPAA regulations in all communications and practices
• Gather and analyze call center data, identify trends, and recommend improvements
• Collaborate with cross-functional teams to support initiatives

Qualifications ✅

• Bachelor’s Degree preferred 🎓
• Minimum of 2 years managing a call center team in a clinical setting
• Fluent in English and Spanish (verbal and written) 🗣️🇪🇸
• Proven leadership and mentoring skills
• Strong performance metrics and reporting experience
• Expertise in frontline workflow training and best practices
• Exceptional leadership, communication, and organizational skills
• Outstanding customer service skills
• Effective decision-making abilities
• Proficiency in Microsoft Office Suite (Outlook, Word, Excel, PowerPoint) 💻
• Positive attitude with a friendly, upbeat personality 😊
• Ability to thrive in a fast-paced environment ⚡
• Passion for NYPCC’s mission and values ❤️

Technical Skills 💻

• Knowledge of SharePoint
• Skill in creating reporting metrics using quality assessment tools
• Experience with staffing resource scheduling matrices

Scheduling & Work Environment 🗓️

Flexibility to accommodate operational needs, including weekends, support coverage, and on-call responsibilities.

Additional Information 💵

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