Call Center Manager

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. 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 rollouts. • Develop project timelines, monitor deliverables, and hold stakeholders accountable. • Drive organizational change management initiatives and ensure successful adoption across the department. • Evaluate project outcomes and recommend process improvements based on operational results. Technology & Systems • Serve as the departmental liaison for technology implementations and operational system enhancements. • Partner with Information Technology to identify, troubleshoot, and resolve system issues. • Participate in testing of new software, applications, workflows, and system updates prior to implementation. • Provide operational feedback to improve technology solutions supporting the Call Center. Compliance • Conduct operational audits to ensure adherence to departmental workflows, documentation standards, and organizational policies. • Ensure compliance with HIPAA and all internal operational, documentation, quality, and regulatory standards. • Monitor workflow consistency and implement corrective actions when compliance gaps are identified. Client Experience • Analyze client feedback, complaints, and service trends to identify opportunities for improvement. • Develop and implement service recovery plans for escalated client concerns. • Lead initiatives to improve patient satisfaction and overall client experience. Strategic & Operational Planning • Participate in strategic planning initiatives supporting departmental and organizational growth. • Analyze call volume trends to identify future staffing and capacity needs. • Recommend staffing models, workflow enhancements, and operational improvements based on performance data. • Support implementation of organizational strategic initiatives across the department. Resource Management • Monitor departmental inventory, equipment, and operational resource needs. • Coordinate procurement requests to ensure uninterrupted operations. Existing Responsibilities • Manage onboarding and ongoing training for new Call Center Representatives. • Handle escalated client concerns to maintain exceptional customer service. • Collaborate with cross-functional departments to improve operational efficiency. • Coordinate employee engagement activities and departmental initiatives. • Perform additional duties as assigned by leadership. Qualifications • Bachelor's Degree preferred • At least 2 years of experience managing a call center team in a clinical setting • Bilingual English/Spanish is preferred, but not required • 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 Salary: $90,000 - $110,000/year Compensation will commensurate with experience and qualifications.