Call Center Supervisor Bilingual

New York Psychotherapy and Counseling Center
US - New York - Bronx
July 4, 2024

Company DescriptionCelebrating 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

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

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

Additional InformationSalary: $55,000 - $65,000 per yearCompensation commensurate with experience and qualifications.

Read the full job description and apply online on the recuiter's web-site

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