Top 39 Call center supervisor Jobs in New York Ny

Assistant Manager, Contact Center
Municipal Credit Union —New York, NY
- $75,000 - $94,400 a year
- Full-time
- Research
- Mid-level
- 3 years
- Paid holidays
- Disability insurance
Quick Apply
Manager, Quality Assurance
1199SEIU Family of Funds —New York, NY
- $104,500 - $130,600 a year
- Full-time
- Microsoft Excel
- Analysis skills
- Bachelor's degree
Call Center Manager
TransCore, LP —Union, NJ
- $80,000 - $99,000 a year
- Full-time
- Mid-level
- 3 years
- Communication skills
Quick Apply
Assistant Call Center Manager- (Bilingual Spanish)
New York Psychotherapy and Counseling Center —Bronx, NY
- $80,000 - $90,000 a year
- Full-time
- Hybrid work
- Spanish
- Microsoft Excel
- Microsoft Outlook
Quick Apply
14d
Growth Manager
Avoca —New York, NY
- $160,000 - $220,000 a year
- Full-time
- Mid-level
- Office
- Analysis skills
- Commuter assistance
- Health insurance
Partnerships Manager
Avoca —New York, NY
- $160,000 - $220,000 a year
- Full-time
- Mid-level
- Office
- Travel
- Commuter assistance
- Health insurance
Manager, Customer Relations
CarnegieHall —New York, NY
- $66,300 - $69,000 a year
- Full-time
- Sales
- Mid-level
- Bachelor's degree
Quick Apply
Payroll and Benefits Manager
Avoca —New York, NY
- $140,000 - $160,000 a year
- Full-time
- Microsoft Excel
- 5 years
- Office
- Commuter assistance
- Health insurance
Call Center Supervisor
NORTH JERSEY FEDERAL CREDIT UNION, INC. —Totowa, NJ
- $54,080 - $62,400 a year
- Full-time
- Spanish
- Mid-level
- High school diploma or GED
- Paid training
- Health savings account
Quick Apply
PR & Communications Manager
Avoca —New York, NY
- $165,000 - $190,000 a year
- Full-time
- 6 years
- Office
- Senior level
- Commuter assistance
- Health insurance
Customer Service & Collections Manager
Beacon Bank —New York, NY
- $66,669 - $122,975 a year
- 5 years
- Office
- Analysis skills
5d
Customer Service/Call Center Manager
NJ Institute For Pain Relief LLC —Cranford, NJ
- $55,000 - $62,000 a year
- Full-time
- Spanish
- English
- High school diploma or GED
- Health insurance
- Dental insurance
Quick Apply
Manager, IT Service Desk
National Hockey League (NHL) —New York, NY
- $140,000 - $160,000 a year
- Hybrid work
- Microsoft Excel
- 5 years
- Senior level
- Commuter assistance
- Paid holidays
14d
Technical Call Center Team Leader and Project Manager
Technogym —Jersey City, NJ
- $75,000 - $80,000 a year
- 5 years
- Mid-level
- Communication skills
- Health insurance
- Dental insurance
Implementation Manager
Avoca —New York, NY
- $130,000 - $190,000 a year
- Full-time
- Office
- Travel
- Senior level
- Commuter assistance
- Health insurance
Customer Marketing Manager
Avoca —New York, NY
- $130,000 - $160,000 a year
- Full-time
- Writing skills
- Mid-level
- Office
- Commuter assistance
- Health insurance
Contact Center Transformation - Manager
PwC —New York, NY
- $99,000 - $232,000 a year
- Full-time
- Management
- 5 years
- Bachelor's degree
- Paid holidays
- Health insurance
Supervisor, Customer Service
Barnes & Noble, Inc. —Clifton, NJ
- $55,000 - $65,000 a year
- Full-time
- Writing skills
- Mid-level
- Analysis skills
- Paid parental leave
- Paid holidays
10d
Contact Center Transformation - Senior Manager
PwC —New York, NY
- $124,000 - $280,000 a year
- Full-time
- 7 years
- Bachelor's degree
- Travel
- Paid holidays
- Health insurance
Telesales and Recovery Manager
MetroPlus Health Plan —New York, NY
- $130,000 - $142,074 a year
- Weekends as needed
- Management
- 5 years
- Office

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Assistant Manager, Contact Center

Municipal Credit Union -
New York, NY

Quick Apply

Job Details

Full-time
$75,000 - $94,400 a year

Benefits

Paid holidays
Disability insurance
Health insurance
Dental insurance
401(k)
Paid time off
401(k) 6% Match
Vision insurance
401(k) matching

Qualifications

Staff supervision
Managing teams in a customer support role
Professional ethics
Coaching
Employee relationship building
Research
Productivity software
Team motivation (leadership skill)
Technical Proficiency

Full Job Description

About MCU:

At Municipal Credit Union, we believe that an incredible culture helps create a happy and motivated team that works hard to achieve the best results for themselves and their members. For more than 100 years, MCU has provided affordable financial products and convenient services to a membership base that is now comprised of over 600,000 individuals. With each new generation we have the pleasure of interacting with, we maintain the credit union promise of people helping people.

Our Mission:

To help hard-working New Yorkers build better tomorrows

Our Vision:

Be New York's most loved financial institution by helping our members build their best financial futures

Overview: The Member Contact Center Assistant Manager provides leadership, oversight, development, coaching and training of a high performance team of contact center member service representatives to ensure a first-call resolution response while continually providing an excellent member service experience. Maintain effective oversight and leadership in a high volume contact center environment.

Responsibilities:

Specific duties include, but are not limited to, the following:

Responsible for leading, supervising, and managing a team of 12 – 15 call center representatives to ensure effective and efficient member service in a high volume first call resolution environment.
Observe, monitor, and coach contact center MSR’s to provide a premier member experience.

Schedule, assign, and coordinate proper coverage of call volume based on skill set and routing.

Handle all escalated member calls from level, 2, 3 and 4 agents along with all escalated calls from third party service providers.
Drive employee engagement through leadership approved recognition programs, feedback, team building activities and professional development plans.
Collaborate with our Learning and Development Team to ensure effective new hire onboarding, upskilling and cross training programs.
Manage ticketing and response process for third party vendors, member communication channels, and digital experience channels to ensure timely response and handling of member requests.
Identify trends based on communication channels and make recommendations for process improvements, system changes, or other adjustments to ensure a strong member experience.
Work closely with areas (Loan Servicing, Cards Services etc.) to locate and correct gaps in the member and/or employee experience.
Meet and exceed critical KPI’s for success of contact center, including but not exclusively (Average Speed to Answer, Adherence, QA Scoring, Account Referrals, Loan Referrals)
Assist with the design and execution of strategies to increase member referrals from the Member Contact Center Service Team to our sales teams.

Evaluate knowledge gaps in agent performance and develop policies, procedures, and guides to assist with improving member experience.
Hire, Onboard, Train, and Coach MSR’s to ensure consistent performance and member experience.
Conduct side-by-side or silent listening to MSR live calls to evaluate performance and manage member experience through on-the-call and on-the-spot coaching.
Conduct call calibration sessions with MSRs and QA using recorded calls. Ensure at minimum 5 per team member per month.
Act as a resource to agents regarding procedural, process, or risk related issues.
Provide regular reporting to agents and management on team performance to KPI’s.

Provide regular one-on-one’s for agents to ensure consistent performance and appropriate performance management.

Prepare annual performance appraisals for MSR’s.
Provide back up support to MSR queues during high volumes as needed.
Perform other related duties as requested and special projects as assigned

Requirements:

Demonstrated success in planning, organizing, leading people and activities. Ability to motivate, direct and coach staff.
Ability to perform in a high-volume environment and meet deadlines while maintaining exceptional attention to detail.
Technologically proficient.
Excellent interpersonal, oral and written communication skills.
Banking experience preferred.
3-5 years’ Call Center experience required.
Previous Call Center management/leadership/supervisory experience preferred.
Previous sales experience preferred.
Ability to multi-task; good time management skills.
Ability to work well under pressure.
Ability to demonstrate critical thinking.
Excellent research and problem-solving skills.
Flexibility to work any shift, including early mornings, evenings and Saturdays.
Proficiency in Microsoft Office Suite.
Highly ethical.

Leadership Competencies:

Proven ability to manage change
Capacity to take calculated risks and innovate

Experience in setting vision and strategy
Lead by example and encourage team in developing adaptability
Successful in communicating effectively
Prioritizes developing others
Thinking that values diversity and difference
Proven ability to build and maintain relationships at all levels of the organization
Skilled at managing effective teams and work groups that default to action, are accountable, and take ownership of work

Why you'll be a good fit:

Our Core Values are an integral part of who we are and who we hire. By living our Core Values, every day, we continue to attract the best and brightest talent, achieve unsurpassed results and continuously challenge ourselves to be better than yesterday. These values are at the heart of our organization and within every teammate. To be a great fit, you’ll bring the following

Results - We are passionate about winning.

Agility - We proactively anticipate, respond and pivot to ensure MCU wins.

Integrity - We operate with the highest ethical standards and highest degree of honesty.

Belonging - We cultivate a culture of inclusion and teamwork.

Ownership - We take personal responsibility and hold ourselves accountable for the results.

Why You’ll Love Working Here:

The pay range for this position is between $75,000-94,400 annually. Actual base pay offered may vary depending on a number of factors such as job-related knowledge, skills, experience, and location. Employees in this position may also be eligible for a discretionary bonus, 401(k) with an 6% employer match per pay period. Benefits for this position include Medical, vision, dental, life, and disability insurance, flexible paid time off and 11 paid holidays annually.

Municipal Credit Union (MCU) is an Equal Opportunity Employer. Municipal Credit Union provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by applicable federal, state or local laws.

We are committed to hiring, training, cultivating, promoting, and celebrating an environment where we have a welcoming and fulfilling place for all people to call home. Diversity of race, thought, sexual orientation, age, veteran status, religion, and disability will empower us to thrive as individuals, as teams, and as an organization.

Quick Apply

Refine Your Search

call center supervisor jobs in new york ny

Assistant Manager, Contact Center

Manager, Quality Assurance

Call Center Manager

Assistant Call Center Manager- (Bilingual Spanish)

Growth Manager

Partnerships Manager

Manager, Customer Relations

Payroll and Benefits Manager

Call Center Supervisor

PR & Communications Manager

Customer Service & Collections Manager

Customer Service/Call Center Manager

Manager, IT Service Desk

Technical Call Center Team Leader and Project Manager

Implementation Manager

Customer Marketing Manager

Contact Center Transformation - Manager

Supervisor, Customer Service

Contact Center Transformation - Senior Manager

Telesales and Recovery Manager

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