Assistant Call Center Manager- (Bilingual Spanish)

Company Description

Named City and State's Top Place to Work in NY (2025) — Join a mission-driven mental health leader serving 15,000+ clients each month!

Celebrating over 50 years of excellence, New York Psychotherapy and Counseling Center (NYPCC) is a leader in community mental health, serving over 15,000 clients each month across four locations. We operate the largest mental health clinic in New York State and are committed to innovation and Caring for the Community through both in-person and telehealth services.

NYPCC is proud to be certified as a Platinum Bell Seal organization by Mental Health America — the highest distinction for workplace mental health. We were also named one of the Top Places to Work in New York in 2025, reflecting our commitment to supporting, valuing, and investing in our dedicated team through competitive compensation, excellent benefits, and a mission-driven culture.

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
• 403B Retirement Plan with Match!
• Amazing Workplace Culture
• NYPCC Health and Wellness Events

Job Description

The Assistant 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. This role is responsible for ensuring 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. 

HYBRID SCHEDULE: Monday - Friday 9:00 AM - 6:00 PM

Job Responsibilities:

Operations 

• Manage daily call center operations to ensure service levels, productivity, and client satisfaction goals are consistently achieved.  
• Perform real-time queue management and staffing adjustments based on call volume and operational demands.  
• Oversee workforce management, including schedule adherence, occupancy, shrinkage, staffing forecasts, and resource planning.  
• Develop and execute business continuity plans for system outages, weather events, and staffing shortages.  
• Own operational dashboards and monitor live performance metrics to proactively address service interruptions.  
• Coordinate staffing coverage to ensure operational efficiency across all service lines.  

Leadership & People Management 

• Directly supervise, coach, and develop Call Center Representatives through regular one-on-one meetings.  
• Develop individualized coaching, performance improvement, and career development plans.  
• Conduct performance evaluations, coaching sessions, corrective actions, and annual reviews in a timely manner.  
• Lead employee engagement, recognition, and retention initiatives.  
• Identify high-potential employees and participate in succession planning.  
• Resolve employee conflicts and foster a collaborative, high-performing team environment.  
• Monitor attendance, punctuality, productivity, and schedule adherence.  

Quality Assurance & Training 

• Partner with Quality Assurance to identify performance trends and implement corrective action plans.  
• Ensure new workflows and operational processes are successfully adopted through audits and follow-up coaching.  
• Oversee onboarding, refresher training, and competency assessments for all Call Center staff.  
• Validate training effectiveness following implementation of new initiatives, workflows, or systems.  
• Develop and facilitate ongoing operational training utilizing current best practices.  

Performance Management & Reporting 

• Monitor departmental KPIs and develop action plans when performance falls below established targets.  
• Analyze operational data, call trends, and workforce metrics to identify improvement opportunities.  
• Prepare and present operational reports, recommendations, and performance updates to leadership.  
• Track action items from leadership meetings through completion and ensure accountability.  
• Provide daily, weekly, and monthly operational reporting utilizing measurable performance indicators. 

Project & Change Management 

• Lead operational projects from planning through implementation.  
• Coordinate workflow improvements, pilot programs, and system rollou