Call Center Supervisor

IMPORTANT NOTE: ONLY CANDIDATES WHO HAVE A PERMANENT PRINCIPAL ADMINISTRATIVE ASSOCIATE CIVIL SERVICE TITLE OR ARE REACHABLE ON THE PRINCIPAL ADMINISTRATIVE ASSOCIATE CIVIL SERVICE EXAM NO. 1128 OR SERVE IN A COMPARABLE TITLE WILL BE CONSIDERED FOR AN INTERVIEW. PLEASE INCLUDE YOUR EMPLOYEE IDENTIFICATION NUMBER (EIN) WHEN APPLYING AND INDICATE IN YOUR COVER LETTER IF YOU ARE A PERMANENT PRINCIPAL ADMINISTRATIVE ASSOCIATE OR INDICATE YOUR LIST NO. FOR EXAM NO. 1128.

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.

The 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 Collections Business Tax Unit is seeking a detailed-oriented, self-motivated, and proactive individual to serve as a Call Center Supervisor. Reporting to the Business Tax Call Center Manager, the selected candidate will be actively involved in the resolution of in-bound calls, for all debt types assigned to the Collections division, requests for installment agreements, and resolution of other business tax related in-bound calls. Duties include but are not limited to:

- Effectively supervise and direct Call Center staff, within the Business Tax Call Center unit; adhering to agency-wide policies and procedures.
- Monitor staff performance, to determine if there are any deficiencies in their daily tasks.
- Regular review of assigned cases and workflow, while employing all needed legacy databases and systems.
- Provide guidance for issuance of installment agreements. Employing BTCS and all needed legacy databases and systems, guide staff in the creation, establishment, and issuance of installment agreements, including high dollar and specialized installments.
- Resolve disputes and discrepancies. Guide staff in the review and resolution of disputes and/or issues related to business tax in judgment, including installment agreements that are received through the ACD telephone system, email, or regular mail.
- Assist staff in responding to general inquiries as needed.
- Assist with special projects and assignments, prioritizing based on level of importance, in a timely manner.

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.

PRINCIPAL ADMINISTRATIVE ASSOC - 10124

1. A baccalaureate degree from an accredited college and three years of satisfactory full-time progressively responsible clerical/administrative experience, one year of which must have been in an administrative capacity or supervising staff performing clerical/administrative work of more than moderate difficulty; or
2. An associate degree or 60 semester credits from an accredited college and four years of satisfactory full-time progressively responsible clerical/administrative experience including one year of the administrative supervisory experience described in "1" above; or
3. A four-year high school diploma or its educational equivalent approved by a State's department of education or a recognized accrediting organization and five years of satisfactory full-time progressively responsible clerical/administrative experience including one year of the administrative supervisory experience as described in "1" above;
4. Education and/or experience equivalent to "1", "2", or "3" above. However, all candidates must possess the one year of administrative or supervisory experience as described in "1" above. Education above the high school level may be substituted for the general clerical/administrative experience (but not for the one year of administrative or supervisory experience described in "1" above) at a rate of 30 semester credits from an accredited college for 6 months of experience up to a maximum of 3½ years.

The City of New York is an inclusive equal opportunity employer committed to recruiting and retaining a diverse workforce and providing a work environment that is free from discrimination and harassment based upon any legally protected status or protected characteristic, including but not limited to an individual's sex, race, color, ethnicity, national origin, age, religion, disability, sexual orientation, veteran status, gender identity, or pregnancy.