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 administrative 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.

• 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.

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