Call Center Manager

Call Center Manager

IMPORTANT NOTE: CANDIDATES MUST BE A DOF EMPLOYEE SERVING PERMANENTLY IN THE ADMINISTRATIVE MANAGER CIVIL SERVICE TITLE OR ARE REACHABLE ON THE CURRENT ADMINISTRAIVE MANAGER PROMOTIONAL EXAM NO. 1552. PLEASE INCLUDE YOUR EMPLOYEE IDENTIFICATION NUMBER (EIN) WHEN APPLYING AND INDICATE IN YOUR COVER LETTER YOUR PERMANENT CIVIL SERVICE TITLE OR INDICATE YOUR LIST NO. FOR EXAM NO. 1552.

NYC Department of Finance (DOF) is responsible for administering the tax revenue laws of the city fairly, efficiently, and transparently to instill public confidence and encourage compliance while providing exceptional customer service. DOF's Customer Operations Division has oversight of the Department of Finance business centers, City Register's Office, and the Land Records, Adjudication, and Collections divisions. Customer Operations is charged with the processing of tax payments, parking violations payments, and all other charges collected by DOF. The division is also responsible for recording property transfers, adjudicating parking and camera violations, and managing the full life cycle of the department's enforcement activities related to unpaid business and excise taxes, parking fines, and Environmental Control Board summonses. DOF's Collections Division is responsible for managing the full life cycle of the Department of Finance's enforcement activities related to unpaid business and excise taxes, parking fines, and Environmental Control Board summonses. The debt collection process involves specialized professional collectors, experienced in the art of negotiation, who provide debtors with options and encourage full payment. The division utilizes several collection tools to enforce compliance, including notices, telephone dunning, outside collection agencies, and special projects aimed at locating and taking enforcement actions against assets. The Collection Division's Parking/ECB Unit 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. The ideal candidate will possess strong managerial and communication skills, with the 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. The selected candidate will also be responsible for strengthening, stabilizing, and providing guidance to the Call Center Unit. Reporting to the Collections Unit Manager, the selected candidate's duties and responsibilities will include, but not be limited to the following:

• 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.

Minimum Qualifications

1. 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 2. 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 3. 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 4. 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.

Preferred Skills

- Strong leadership, coaching and employee development skills. - Demonstrated experience managing high-volume customer service operations. - Proven ability to improve customer satisfaction and operational performance through data-driven decision-making. - Ability to supervise both direct and indirect reports. - Ability to coach, mentor and develop employees. - Ability to lead changes while maintaining high employee engagement and excellent service. - Strong strategic planning, problem-solving, and project management capabilities.

55a Program

This position is also open to qualified persons with a disability who are eligible for the 55-a Program. Please indicate at the top of your resume and cover letter that you would like to be considered for the position through the 55-a Program.

Public Service Loan Forgiveness

As a prospective employee of the City of New York, you may be eligible for federal loan forgiveness programs and state repayment assistance programs. For more information, please visit the U.S. Department of Education's website at

Residency Requirement

New York City residency is generally required within 90 days of appointment. However, City Employees in certain titles who have worked for the City for 2 continuous years may also be eligible to reside in Nassau, Suffolk, Putnam, Westchester, Rockland, or Orange County. To determine if the residency requirement applies to you, please discuss with the agency representative at the time of interview.

Additional Information

The City of New York is an inclusive equal opportunity employer committed to recruiting and retaining a diverse workforce and providing a work environment that is free from discrimination and harassment based upon any legally protected status or protected characteristic, including but not limited to an individual's sex, race, color, ethnicity, national origin, age, religion, disability, sexual orientation, veteran status, gender identity, or pregnancy.