Assistant Call Center Manager

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

The Assistant Call Center Manager serves as the right hand to the Call Center Manager, acting as the second-in-command for the daily management and execution of call center and referral operations.

This leadership role ensures that workflows are maintained, staff are supported, and performance standards are upheld across all touchpoints. Working closely with the Call Center Manager, this role helps operationalize strategy, implement process improvements, and uphold a high-performing, people-first culture.

Responsibilities:

Support to the Call Center Manager

• Serve as the Call Center Manager’s key partner in daily operations, decision-making, and team oversight.
• Act as point of contact and lead in the Call Center Manager’s absence.
• Assist with implementing strategic goals, department changes, and performance initiatives.
• Help oversee the alignment and collaboration between teams, ensuring continuity and consistency.
• Maintain visibility into call trends, team challenges, and workflows; escalate concerns and offer solutions.

Leadership & Team Management

• Provide direct support to team supervisors, senior agents, and specialists.
• Monitor attendance, schedule adherence, PTO requests, and shift coverage if needed.
• Conduct coaching sessions, support conflict resolution, and foster team accountability.
• Lead by example, encouraging professionalism, empathy, and high standards of service.

Operational Oversight

• Manage and prioritize daily assignments across inbound, outbound, referral, and email channels.
• Coordinate real-time adjustments to staffing and task distribution based on call volume and needs.
• Maintain structure across workflows and ensure timely completion of tasks and escalations.

Training & Quality Assurance

• Assist in onboarding and continuous training efforts; coordinate shadowing schedules and refreshers.
• Help monitor and score QA performance; identify coaching needs and trends.
• Support script development, job aids, and documentation to improve service quality and efficiency.

Reporting & Communication

• Collaborate with the Call Center Manager on reporting, analytics, and performance updates.
• Use Salesforce and other tools to track progress and support data-driven decision-making.
• Maintain open lines of communication with all staff and leadership, promoting transparency and trust.

Skills & Qualifications:

• Proven leadership in a fast-paced, service-driven environment
• Strong organizational, analytical, and interpersonal skills
• Ability to lead teams through change, feedback, and continuous improvement
• High emotional intelligence and discretion in managing sensitive team matters
• Proficiency in Salesforce, Excel, and internal systems
• Excellent communication skills, both verbal and written

Additional Duties:

• Handle other duties and special projects as assigned by leadership.

• Bachelor’s degree in business, communications, or a related field (preferred, but not required).
• 2–5 years of experience in a call center environment.
• 1–2 years in a supervisory or team lead role (experience managing or coaching teams).
• Bilingual English/Spanish is preferred but not required
• Strong leadership and people management skills
• Excellent communication skills (verbal and written)
• Problem-solving and conflict resolution
• Time management and organizational skills
• Ability to multitask in a fast-paced environment

All your information will be kept confidential according to EEO guidelines.

Please note this position is Hybrid (3 days in office and 2 days remote)

Salary: $80,000 - $90,000 per year

Compensation will commensurate with experience and qualifications.