Manager, Customer Support - Call Center

Public Partnerships | PPL•Albany, NY

1d•$80,000 - $90,000•Onsite

About The Position

It's fun to work in a company where people truly BELIEVE in what they're doing! We're committed to bringing passion and customer focus to the business. Public Partnerships LLC (PPL) helps people with disabilities, chronic illnesses, or other long-term health conditions stay at home and “self-direct” their care. Known as consumer direction in New York, this long-term care model empowers people to take control of who provides their services and where. PPL was selected to be the Statewide Fiscal Intermediary for the New York Consumer Directed Personal Assistance Program (CDPAP) starting in 2025. We, along with a diverse alliance of service partners across the state, will be supporting the delivery of culturally sensitive and disability competent care to CDPAP participants. We are looking for people who share our passion for helping New Yorkers live happy, healthy, and independent lives to support CDPAP consumers and their personal assistants across a broad spectrum of services and functions. Our culture attracts and rewards people who are compassionate, results-oriented, and driven to exceed customer expectations. We desire motivated candidates who are excited to join our fast-paced, consumer-focused environment, and who want to make a difference in helping transform the lives of the people we serve. Learn more about PPL and CDPAP at https://pplfirst.com/cdpap. Job Summary The Manager, Customer Support at Public Partnerships LLC (PPL) is responsible for leading daily call center operations while ensuring exceptional customer service and compliance with program requirements. This role oversees and develops supervisors and agents, setting clear performance expectations, providing coaching, and fostering a positive, high-performing team environment. The Manager monitors key metrics, analyzes trends, and drives continuous improvement to meet contractual obligations and enhance the participant and stakeholder experience. As subject matter expert, they ensure accuracy in communication, adherence to policies, and alignment with evolving procedures. This position partners cross-functionally to support training, workforce planning, and operational excellence within PPL’s service delivery model.

Requirements

Proven experience in managing, coaching, and developing teams to achieve high levels of performance.
Strong commitment to delivering excellent customer service and ensuring the needs of clients are met in a timely and efficient manner.
Experience managing high-volume inbound customer support teams (call center environment preferred).
Ability to address and resolve client issues effectively, demonstrating strong decision-making and conflict resolution skills.
Excellent verbal and written communication skills, with the ability to engage effectively with clients and team members.
Strong organizational skills, with the ability to manage multiple tasks and priorities in a fast-paced environment.
Familiarity with relevant regulations and compliance standards in healthcare or long-term care services is a plus.
High school diploma or equivalent required; associate or bachelor’s degree preferred.
Substantial professional experience may be considered in lieu of a formal degree.
5+ years of experience in customer service or client support, with at least 2 years in a supervisory or managerial role.

Nice To Haves

Familiarity with relevant regulations and compliance standards in healthcare or long-term care services is a plus.

Responsibilities

Prioritize exceptional customer service; ensure agents are well-trained to handle customer interactions, resolve issues, and provide positive experiences.
Manage, guide and motivate their team; lead by example and foster a positive work environment.
Guiding and motivating the team; provide support and guidance to team members, helping them navigate difficult situations.
Organize training sessions as necessary, including refresher courses to reinforce essential competencies.
Encourage engagement among Supervisors, and Team Leads, by soliciting feedback on operational improvements and emerging trends.
Set performance goals and expectations, establish clear benchmarks and provide regular feedback to guide team members toward achievement.
Setting goals and targets, collaborate with your supervisors and team leaders to define goals and targets.
Oversee daily operations and workflow; manage staff to ensure the call center meets contractual obligations to our client.
Monitor system performance (Nexus/Pipkins) to ensure agents maintain schedule compliance and operational availability.
Remain well-versed in current policies and procedures; establishing themselves as subject matter experts.
Verify the accuracy of all information shared with agents, ensuring alignment with the most recent procedural updates.
Ensure compliance with policies and processes; adhering to standards related to customer data and call handling practices.
Review quality assurance audits, to offer constructive feedback to the team.
Communicate effectively with staff, articulate goals, policies, and procedures clearly, and provide constructive feedback when required.
Maintain direct and continuous communication with your team to proactively address concerns regarding caller experience, call volume trends, or agent performance.
Respond to agent inquiries courteously and professionally to promote a productive work environment.
Analyze problems and identify root causes & develop solutions to challenges and problems.
Distribute daily performance metrics to the team.
Generate detailed daily performance reports on team metrics.