Call Center Manager

City of New York•New York City, NY

5d•Hybrid

About The Position

The NYC Department of Finance (DOF) is responsible for administering the city's tax revenue laws efficiently and transparently, ensuring public confidence and encouraging compliance while providing excellent customer service. The Customer Operations Division oversees business centers, the City Register's Office, and divisions for Land Records, Adjudication, and Collections. This division processes tax and parking violation payments, records property transfers, adjudicates violations, and manages the full lifecycle of enforcement activities for unpaid business taxes, parking fines, and Environmental Control Board summonses. The Collections Division, specifically, manages the enforcement lifecycle for these debts, employing specialized collectors skilled in negotiation to offer debtors payment options. The division uses various collection tools, including notices, telephone dunning, external agencies, and asset-finding projects. The Parking/ECB Unit within the Collections Division is seeking an experienced professional with a strong background in debt collection and team management to lead the Call Center Unit. The ideal candidate will have strong managerial and communication skills, capable of effectively interacting with DOF staff, taxpayers, the Environmental Control Board (ECB), and external partners to resolve outstanding parking judgment and business tax debts owed to New York City. This role is crucial for strengthening, stabilizing, and guiding the Call Center Unit. The position reports to the Collections Unit Manager.

Requirements

Must be a DOF employee serving permanently in the Administrative Manager Civil Service title OR reachable on the current Administrative Manager Promotional Exam No. 1552.
Include Employee Identification Number (EIN) when applying.
Indicate permanent Civil Service title or List No. for Exam No. 1552 in the cover letter.
A baccalaureate degree from an accredited college and four years of satisfactory, full-time progressively responsible clerical/administrative experience requiring independent decision-making concerning program management or planning, allocation of resources, and the scheduling and assignment of work, 18 months of which must have been in an administrative, managerial, executive or supervisory capacity. The supervisory work must have been in the supervision of staff performing clerical/administrative work of more than moderate difficulty.
OR An associate degree or 60 semester credits from an accredited college and five years of satisfactory, full-time progressively responsible experience as described above, 18 months of which must have been in an administrative, managerial, executive or supervisory capacity. The supervisory work must have been in the supervision of staff performing clerical/administrative work of more than moderate difficulty.
OR A four-year high school diploma or its educational equivalent and six years of satisfactory, full-time progressively responsible experience as described above, 18 months of which must have been in an administrative, managerial, executive or supervisory capacity. The supervisory work must have been in the supervision of staff performing clerical/administrative work of more than moderate difficulty.
OR Education and/or experience equivalent to the above.
All candidates must possess the 18 months of administrative, managerial, executive or supervisory experience as described above.
Education above the high school level may be substituted for the general clerical/administrative experience (but not for the administrative, managerial, executive or supervisory experience) at a rate of 30 semester credits from an accredited college for 6 months of experience up to a maximum of 3½ years.

Nice To Haves

Strong background in debt collection.
Strong team management skills.
Ability to effectively communicate with DOF staff, taxpayers, the Environmental Control Board (ECB), and external partners.
Experience in strengthening, stabilizing, and providing guidance to a Call Center Unit.

Responsibilities

Manage the Call Center and collaborate with Unit Heads to reduce the division's overall call abandonment rate.
Work with the Data Analytics team to prioritize case assignments for optimal case resolution and collection of outstanding judgment debt.
Create, enhance, and oversee BTCS training programs for the Call Center Unit and the agency's Business Centers, focusing on resolving and collecting outstanding parking, ECB, and business tax docketed judgment debt.
Serve as a Division subject matter expert (SME) for chatbot and voice bot systems, providing expertise during implementation and leading long-term improvement and operational success.
Optimize the use of chatbot and voice bot to decrease Division call volume and assist customers with self-service options for resolving parking, business tax, and ECB judgment debt.
Act as a team member of an ongoing payment plan workgroup focused on enhancing payment plan options, reducing plan default rates, and increasing revenue.
Assist in mapping processes for new fine violations being added to the collection portfolio.
Assist in resolving billing discrepancies and other collection-related inquiries.
Serve as the Collections Division Call Center lead for any DOF-hosted amnesty programs, overseeing day-to-day operations related to amnesty inquiries, ensuring staff are trained on program policies and procedures, monitoring service delivery and performance, resolving escalated customer issues, and coordinating with Amnesty program leads for effective and consistent program administration.