Contact Center Manager, RN

Progyny, Inc.

Contact Center Manager at Progyny responsible for managing contact center operations and team performance. Ensuring productivity and customer satisfaction through strategic leadership and data analysis.

Posted 9/3/2025full-timeNew York City • New York • 🇺🇸 United StatesMid-LevelSenior💰 $90,000 - $115,000 per yearWebsite

About the role

Key responsibilities & impact

Manage the day-to-day operations of the contact center, ensuring that all member impacting processes and procedures are optimized
This individual will be leading both Clinical and non-clinical team members
Develop and implement strategies to improve productivity, member satisfaction, and operational efficiency
Communicate a clear and consistent message regarding departmental goals and company policies to produce desired results
Support training and development initiatives for all contact center agents
Analyze contact center data and generate reports for senior management on performance metrics
Work closely with other departments to enhance cross-functional processes and resolve customer-related issues
Drive continuous improvement initiatives within the contact center
Attend and serve as a liaison in Member Services impacting meetings and cross-functional collaborations

Requirements

What you’ll need

5+ years of contact center experience, including 3+ years in a leadership role
Must hold a valid RN license, with Fertility or Labor and Delivery experience preferred
Proven track record of improving customer service performance and efficiency
Excellent communication and leadership skills
Proven problem-solving and analytical skills
Strong understanding of contact center technology, analytics, and metrics

Benefits

Comp & perks

Paid family and parental leave
Preconception, fertility and family building benefits (including egg freezing, IVF, and adoption support)
Family and pet care fund
Parents’ Employee Affiliation Group
Menopause and midlife care
Health, dental, vision and life insurance options for employees and family
Free in-person, virtual and text-based mental health and wellness support
Paid time off, including vacation, sick leave, personal days and summer flex time
Company equity
Bonus program
401(k) plan with company match
Access to on-demand legal and financial advice
Learning and development programs to help you grow professionally and a mentorship program
Company social events to include annual volunteer day and donation matching
Flex days (3 days a week in the office) and onsite meals and snacks for employees reporting into our NY office

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

contact center operationsdata analysisperformance metricscustomer service improvementoperational efficiencyproductivity strategiestraining and developmentcross-functional collaborationcontinuous improvement

Soft Skills

leadershipcommunicationproblem-solvinganalytical skillsteam managementinterpersonal skills

Certifications

RN license