Job Description

Call Center Manager

The Department of Finance's Collections 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.

Additional Information: In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire. 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.

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