Contact Center Specialist Jobs in New York
Contact Center Specialist jobs in New York rank among the most active markets in the country, with steady demand across financial services, healthcare administration, telecommunications, and insurance sectors at levels from entry-level representative to senior team lead. New York City, Buffalo, and Albany are the primary hiring hubs, where employers like Citigroup, Fidelis Care, and Verizon maintain large customer operations. Technical support, collections, and healthcare member services are the specialties drawing the most consistent openings. Scan the live roles below and apply to whichever ones fit.
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Showing 5 of 17+ Contact Center Specialist jobs
SUMMARY:
The Manager, Contact Center is responsible for the strategic leadership, daily management, and continuous improvement of Island Federal Credit Union's Contact Center. This position oversees all aspects of Member interactions across phone, email, chat, video, secure messaging, and emerging digital channels while ensuring an exceptional Member experience, operational excellence, regulatory compliance, and achievement of departmental goals.
The ideal candidate is a seasoned Contact Center leader with extensive experience managing high-volume service environments, developing high-performing teams, utilizing data and analytics to drive performance, and implementing best practices that improve service levels, first-contact resolution, Member satisfaction, and operational efficiency. This individual must be a hands-on leader, capable of coaching staff, resolving complex Member issues, and serving as the organization’s subject matter expert on contact center operations.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Leadership Qualifications:
- Proven ability to build, develop, and lead a high-performing Contact Center Team.
- Extensive experience coaching managers, supervisors, and Contact Center Team members.
- Demonstrated ability to improve Team member engagement, productivity, quality scores, and Member satisfaction results.
- Strong business acumen with the ability to analyze trends, identify opportunities, and implement solutions.
- Experience leading organizational change and technology implementations.
Technical Expertise:
- Expert knowledge of Contact Center operations, workforce management, service level management, quality assurance programs, coaching methodologies, and performance analytics.
-
Extensive experience utilizing Contact Center technologies including:
- Call routing systems
- Automatic Call Distribution (ACD)
- Interactive Voice Response (IVR)
- Quality Monitoring systems
- CRM platforms
- Contact Center analytics and reporting tools
- Strong understanding of digital banking platforms and Member self-service technologies.
- Advanced proficiency with Microsoft 365, Excel, reporting tools, and dashboard development.
Industry Knowledge:
- Strong understanding of financial institution operations, products, services, and Member relationship management.
- Working knowledge of Credit Union regulations such as BSA/AML, OFAC, UDAAP, privacy regulations and information security standards
- Ability to effectively manage risk while maintaining exceptional Member experience.
Additional Duties and Responsibilities:
- Achieve first-call resolution by effectively addressing Member/customer inquiries and resolving issues during the initial interaction whenever possible.
- Successfully transform or significantly improve Contact Center performance.
- Use data and analytics to make operational decisions.
- Create a culture of accountability, service excellence, and continuous improvement.
- Understand both the service and sales components of a Contact Center.
- Effectively balance Member experience, operational efficiency, risk management, and employee engagement.
- Develop future leaders and builds strong succession plans.
- Serve as a trusted advisor to senior management on Contact Center strategies and trends.
- Stay current on emerging Contact Center technologies, artificial intelligence, automation, and Member experience best practices.
- Develop, manage and maintain departmental budgets, ensuring effective allocation of resources, fiscal accountability, and alignment with organizational objectives
- Perform additional duties as assigned
REQUIREMENTS:
- Bachelors degree or equivalent combination of education and experience
- Must have 3 – 5 years of prior contact center experience, preferably in a Credit Union environment
- 3-5 years of supervisory experience
- Certified Contact Center Manager (CCCM), preferred
- Experience with call center software, preferably Beacon/Elevate
- Project Management experience, preferred
- Excellent written and oral communication skills.
- Excellent organizational skills.
- Ability to prioritize, pay close attention to detail, and coordinate various activities simultaneously.
- Ability to work independently of supervision.
SUMMARY:
The Manager, Contact Center is responsible for the strategic leadership, daily management, and continuous improvement of Island Federal Credit Union's Contact Center. This position oversees all aspects of Member interactions across phone, email, chat, video, secure messaging, and emerging digital channels while ensuring an exceptional Member experience, operational excellence, regulatory compliance, and achievement of departmental goals.
The ideal candidate is a seasoned Contact Center leader with extensive experience managing high-volume service environments, developing high-performing teams, utilizing data and analytics to drive performance, and implementing best practices that improve service levels, first-contact resolution, Member satisfaction, and operational efficiency. This individual must be a hands-on leader, capable of coaching staff, resolving complex Member issues, and serving as the organization’s subject matter expert on contact center operations.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Leadership Qualifications:
- Proven ability to build, develop, and lead a high-performing Contact Center Team.
- Extensive experience coaching managers, supervisors, and Contact Center Team members.
- Demonstrated ability to improve Team member engagement, productivity, quality scores, and Member satisfaction results.
- Strong business acumen with the ability to analyze trends, identify opportunities, and implement solutions.
- Experience leading organizational change and technology implementations.
Technical Expertise:
- Expert knowledge of Contact Center operations, workforce management, service level management, quality assurance programs, coaching methodologies, and performance analytics.
-
Extensive experience utilizing Contact Center technologies including:
- Call routing systems
- Automatic Call Distribution (ACD)
- Interactive Voice Response (IVR)
- Quality Monitoring systems
- CRM platforms
- Contact Center analytics and reporting tools
- Strong understanding of digital banking platforms and Member self-service technologies.
- Advanced proficiency with Microsoft 365, Excel, reporting tools, and dashboard development.
Industry Knowledge:
- Strong understanding of financial institution operations, products, services, and Member relationship management.
- Working knowledge of Credit Union regulations such as BSA/AML, OFAC, UDAAP, privacy regulations and information security standards
- Ability to effectively manage risk while maintaining exceptional Member experience.
Additional Duties and Responsibilities:
- Achieve first-call resolution by effectively addressing Member/customer inquiries and resolving issues during the initial interaction whenever possible.
- Successfully transform or significantly improve Contact Center performance.
- Use data and analytics to make operational decisions.
- Create a culture of accountability, service excellence, and continuous improvement.
- Understand both the service and sales components of a Contact Center.
- Effectively balance Member experience, operational efficiency, risk management, and employee engagement.
- Develop future leaders and builds strong succession plans.
- Serve as a trusted advisor to senior management on Contact Center strategies and trends.
- Stay current on emerging Contact Center technologies, artificial intelligence, automation, and Member experience best practices.
- Develop, manage and maintain departmental budgets, ensuring effective allocation of resources, fiscal accountability, and alignment with organizational objectives
- Perform additional duties as assigned
REQUIREMENTS:
- Bachelors degree or equivalent combination of education and experience
- Must have 3 – 5 years of prior contact center experience, preferably in a Credit Union environment
- 3-5 years of supervisory experience
- Certified Contact Center Manager (CCCM), preferred
- Experience with call center software, preferably Beacon/Elevate
- Project Management experience, preferred
- Excellent written and oral communication skills.
- Excellent organizational skills.
- Ability to prioritize, pay close attention to detail, and coordinate various activities simultaneously.
- Ability to work independently of supervision.
See All 17 Contact Center Specialist Jobs in New York
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Find JobsContact Center Specialist Jobs by City in New York
Where New York roles are concentrated, by current openings.
Contact Center Specialist Job Market in New York
A snapshot from current New York openings, updated as new roles post.
Who's Hiring
Top Industries Hiring
- Technology & Software
- Banking & Financial Services
- Healthcare & Medical Services
What New York Employers Look For
The qualifications that appear most often in contact center specialist jobs across New York.
- High school diploma or GED required, associate degree preferred by many New York employers
- One or more years of customer service or call center experience in a professional setting
- Proficiency with CRM platforms such as Salesforce or Zendesk used by New York contact operations
- Strong verbal and written communication skills in a fast-paced, high-volume environment
- Ability to meet quality assurance metrics and handle escalated customer interactions independently
- Bilingual fluency in Spanish strongly preferred by many New York City area employers
Contact Center Specialist Jobs in New York: Frequently Asked Questions
How do you become a contact center specialist in New York?
Contact center specialist roles in New York require no state-issued license, so the path is straightforward: most employers want a high school diploma or equivalent and some customer service background. Candidates who complete an associate degree in business or communications or earn a customer service certification through an industry body strengthen their applications. New York City's large financial, healthcare, and insurance sectors are the most active hiring grounds for people starting out.
Which companies hire contact center specialists in New York?
New York contact center specialist roles are posted by PwC, Maximus, and Northwest Bank and others right now, based on current listings on Migrate Mate as of August 2026. New York's concentration of major financial institutions, health insurers, and utility companies means that large, established employers with permanent local operations make up a significant share of available openings.
Which New York cities have the most contact center specialist jobs?
New York, Albany, and Buffalo have the most contact center specialist openings in New York. New York City dominates because of its dense concentration of banks, insurers, and telecom providers that run large customer operations, while Buffalo and Albany contribute meaningful volume through regional healthcare networks and state government agencies that maintain their own contact and service centers.
Are there remote contact center specialist jobs in New York?
Yes, and more than most fields. About 0% of contact center specialist openings tied to New York are remote or hybrid as of August 2026, reflecting how well the role translates to a home-office setup with the right equipment and internet connection. Inbound customer service and technical support positions are the most consistently offered in fully remote formats.
How can I get hired as a contact center specialist in New York with little or no experience?
The most realistic entry path is applying directly to large New York employers in financial services and healthcare that run structured new-hire training programs, including Citigroup, Fidelis Care, and EmblemHealth, all of which bring on candidates with no prior call center experience. Starting in a retail customer service, receptionist, or help desk role builds transferable skills that hiring managers in New York recognize. Earning a customer service or call center associate certification gives candidates a clear edge when competing for entry-level openings.
Where can I find and apply to contact center specialist jobs in New York?
You can find and apply to contact center specialist jobs in New York on Migrate Mate, which lists current openings across the state. Search the available roles, identify the ones that fit your background and location preference, and apply directly through each listing.
See All 17 Contact Center Specialist Jobs in New York
Find roles in New York that match your experience and apply in just a few clicks.
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