Call Center Manager

Candidates 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 your Employee Identification Number (EIN) when applying and indicate your permanent civil service title or list number for exam No. 1552 in your cover letter.

About the role

The NYC Department of Finance (DOF) administers the city’s tax revenue laws to instill public confidence and encourage compliance while providing exceptional customer service. The Collections Division manages the full life cycle of enforcement activities related to unpaid business and excise taxes, parking fines, and Environmental Control Board (ECB) summonses. The division’s Parking/ECB Unit seeks an experienced professional to serve as Manager of the Call Center Unit, strengthening and stabilizing the unit while overseeing debt collection operations.

Responsibilities

• Manage the Call Center and collaborate with Unit Heads to decrease the division's overall call abandonment rate.
• Work with the Data Analytics team to determine case assignment priorities for optimal resolution and collection of outstanding judgment debt.
• Create, enhance, and oversee BTCS training programs for the Call Center Unit and agency 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 systems to reduce call volume and assist customers with self-service options for resolving parking, business tax, and ECB judgment debt.
• Participate in an ongoing payment plan work group to enhance payment plan options, lower default rates, and increase revenue.
• Assist in mapping processes for new fine violations added to the collection portfolio.
• Resolve billing discrepancies and other collection-related inquiries.
• Serve as the Collections Division Call Center lead for DOF-hosted amnesty programs, overseeing day-to-day operations, staff training, service delivery, performance monitoring, and issue resolution.

Requirements

Minimum qualifications include one of the following:

• A baccalaureate degree from an accredited college and four years of full-time progressively responsible clerical/administrative experience, including 18 months in an administrative, managerial, executive, or supervisory capacity supervising staff performing clerical/administrative work of more than moderate difficulty.
• An associate degree or 60 semester credits from an accredited college and five years of experience as described above, including 18 months in a supervisory capacity.
• A four-year high school diploma or equivalent and six years of experience as described above, including 18 months in a supervisory capacity.
• Education and/or experience equivalent to the above, with all candidates required to possess 18 months of administrative, managerial, executive, or supervisory experience.

Education above the high school level may substitute for general clerical/administrative experience (but not supervisory experience) at a rate of 30 semester credits 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.

Benefits

• Eligibility for remote work up to 2 days per week under the Remote Work Pilot Program.
• Potential eligibility for federal loan forgiveness programs and state repayment assistance programs (see U.S. Department of Education’s website).

New York City residency is generally required within 90 days of appointment. Certain city employees may also be eligible to reside in Nassau, Suffolk, Putnam, Westchester, Rockland, or Orange County after 2 continuous years of service.

Pay

$81,144.00 – $101,791.00