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Departmental Manager 14 - Call Center

This position serves as the manager of the Collection Information Services Unit (CISU) and is responsible for the oversight of the Collections call center, including staffing and supervision, inbound/outbound call strategy, skip-trace functions, and telephony system administration. This position ensures that all daily activities adhere to the policies, procedures, and practices established by CSB and contributes to the resolution of delinquent taxes and state agency debts.  Further, this individual serves as a liaison to the private collection contractor(s) and other areas of the Bureau (Field Services, Support Section, Technical Services, and Administration) to manage the overall Collections Program.  
This employee performs various supervisory and administrative duties including hiring, account assignments, performance management and corrective action, and program reporting and evaluation.  This employee leads the Customer Information Services Unit, resolving complex issues on accounts; developing and maintaining quality assurance standards and procedures; ensuring accounts are appropriately assigned and worked in a timely fashion; and tracking and analyzing performance.  In addition, this individual works closely with CSB Management to evaluate and formulate long-range plans and goals for the Bureau.