Collections Call Center Manager – Remote/Hybrid

City of New York; United States; Hybrid; USD 90,000 - 130,000; Full time

Job summary

The City of New York’s Department of Finance seeks an experienced Call Center Manager within the Collections Division. You will lead the team handling parking, ECB, and business tax debt, improving the resolution of judgments and ensuring high-quality customer service.

You’ll work with analytics to optimize workflows and support BOT-enabled self-service options. Qualified candidates will demonstrate strong supervisory experience, debt collection expertise, and the ability to coordinate with ECB

Qualifications

• Bachelor's degree with 4 years of progressively responsible clerical/administrative experience; 18 months in supervisory capacity.
• Associate degree with 5 years of relevant experience; 18 months supervisory.
• High school diploma with 6 years of relevant experience; 18 months supervisory.

Responsibilities

• Oversee Call Center operations and reduce call abandonment rate.
• Collaborate with Data Analytics to prioritize case assignments.
• Lead training programs for Call Center and related units on debt collection workflows.

Skills

Debt collection

Team management

Communication

Education

Bachelor's degree + 4 years escalation/ supervisory

Associate degree + 5 years supervisory

High school diploma + 6 years supervisory

Tools

Chatbot systems

Voice bot systems

Job description

The City of New York’s Department of Finance seeks an experienced Call Center Manager within the Collections Division. You will lead the team handling parking, ECB, and business tax debt, improving the resolution of judgments and ensuring high-quality customer service.

You’ll work with analytics to optimize workflows and support BOT-enabled self-service options. Qualified candidates will demonstrate strong supervisory experience, debt collection expertise, and the ability to coordinate with ECB