*Celebrating 50 yea
of excellence, New York Psychotherap
and Couns
- ng Center (NYPCC
- as been at the forefront of
- ntal health and wellness;
- sisting children
- amilies, and
- ividuals with be
avioral a
- emotional ch
- enges at our five
tions throu
- ut the city. *
*NYPCC is the leading pion
r of comm
vices, serving over
- ,000 clients per month. We
n and operate the larges
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
*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
Job Type: Full-time
Pay: $55,000.00 - $65,000.00 per year
Benefits:
* Dental insurance
* Employee assistance program
* Flexible spending account
* Health insurance
* Paid time off
* Vision insurance
Schedule:
* 8 hour shift
* Weekends as needed
Experience:
* Call center management: 2 years (Required)
Language:
* Spanish (Required)
Ability to Commute:
* Bronx, NY 10451 (Required)
Work Location: In person