Call Center Manager

City of New York • New York, NY

15h • $81,144 - $101,791 • Hybrid

About The Position

The NYC Department of Finance (DOF) is seeking an experienced professional with a strong background in debt collection and team management to serve as the Manager of the Call Center Unit within the Collections Division. This role requires strong managerial and communication skills to effectively interact with DOF staff, taxpayers, the Environmental Control Board (ECB), and external partners to resolve outstanding parking judgment and business tax debt owed to New York City. The selected candidate will be responsible for strengthening, stabilizing, and providing guidance to the Call Center Unit. The position reports to the Collections Unit Manager.

Requirements

• 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 for 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 in "1" 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 in "1" 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 "1", "2" or "3" above. However, all candidates must possess the 18 months of administrative, managerial, executive or supervisory experience as described in "1", "2" or "3" 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 described in "1", "2" or "3" above) at a rate of 30 semester credits from an accredited college for 6 months of experience up to a maximum of 3½ years.
• Candidates must be a DOF employee serving permanently in the Administrative Manager Civil Service title or be reachable on the current Administrative Manager Promotional Exam No. 1552.
• Must include Employee Identification Number (EIN) when applying.
• Must indicate permanent Civil Service title or List No. for Exam No. 1552 in the cover letter.

Nice To Haves

• Strong managerial and communication skills.
• Ability to effectively communicate with DOF staff, taxpayers, the Environmental Control Board (ECB), external partners to resolve outstanding parking judgment and business tax debt owed to New York City.
• Experience in debt collection and team management.

Responsibilities

• Manage the Call Center and work together with Unit Heads to decrease the division's overall call abandonment rate.
• Work with the Data Analytics team to determine case assignment priorities for best case resolution, and for the collection of outstanding judgment debt.
• Create, enhance, and oversee BTCS training programs for the Call Center Unit and the agency's Business Centers, with a focus on the resolution and collection of outstanding parking, Environmental Control Board (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 the Division long-term improvement, and operational success of both systems.
• Optimize the use of chatbot and voice bot to help decrease the Division call volume and assist customers with using the self-service options to resolve parking, business tax and ECB judgment debt.
• Serve as a team member of an ongoing payment plan work group which aims to enhance payment plan options, lower plan default rate, and increase revenue.
• Assist in mapping the processes for new fine violations being added to the collection portfolio.
• Assist in the resolution of billing discrepancies and other collection related inquiries.
• Serve as the Collections Division Call Center lead for any DOF hosted amnesty programs by overseeing the Division day-to-day operations related to amnesty inquires, ensuring staff are trained on program policies and procedures, monitor service delivery and performance, resolve escalated customer issues, and coordinate with Amnesty program leads to support effective and consistent program administration.

Benefits

• This position may be eligible for remote work up to 2 days per week, pursuant to the Remote Work Pilot Program agreed between the City and the Collective Bargaining Unit representing employees serving in the civil service title.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager