Remote Debt Collections Call Center Manager

NYC Department of Finance; New York (NY); Hybrid; USD 81,000 - 102,000; Full time

Job summary

NYC Department of Finance (DOF) is seeking a seasoned ADM Manager to lead the Call Center Unit within the Collections Division. The role focuses on reducing call abandonment, optimizing case assignment, and improving debt collection outcomes through data-driven strategies and staff training.

The ideal candidate will oversee chatbot and voice bot implementations, coordinate with cross-functional teams, and support amnesty program operations while ensuring compliance and excellent customer service.

Qualifications

• Bachelor's degree or equivalent experience as a baseline requirement.
• At least 18 months in administrative, managerial, executive, or supervisory capacity.
• Experience supervising staff performing clerical/administrative work of moderate difficulty.

Responsibilities

• Manage the Call Center and collaborate with Unit Heads to reduce call abandonment.
• Coordinate with Data Analytics to prioritize cases for resolution and debt collection.
• Develop and oversee BTCS training for Call Center and Business Centers staff.

Skills

Leadership

Customer service management

Data-driven decision making

Education

Bachelor degree

Associate degree

High school diploma

Job description

NYC Department of Finance (DOF) is seeking a seasoned ADM Manager to lead the Call Center Unit within the Collections Division. The role focuses on reducing call abandonment, optimizing case assignment, and improving debt collection outcomes through data-driven strategies and staff training.

The ideal candidate will oversee chatbot and voice bot implementations, coordinate with cross-functional teams, and support amnesty program operations while ensuring compliance and excellent customer service.