Call Center Supervisor

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Remote, US

Salary Range: $45,000.00 To $47,000.00 Annually

POSITION: Call Center/ Customer Service Supervisor

STATUS :
Exempt

The position duties include a wide range of activities related to leading the Customer Service team in providing outstanding service to Housing Choice Voucher (HCV) participants and HCV owners, and other stakeholders who make contact via the call center and reception lobby. In achieving these activities, the supervisor must also ensure compliance with the Housing Authority’s Administrative Plan, Standard Operating Procedures and HUD regulations.

The below statements are intended to describe the general nature and scope of work being performed by this position. This is not a complete listing of all responsibilities, duties and/or skills required. Other duties may be assigned.

• Oversee the day to day operation in both the lobby and call center to ensure service excellence
• Lead and enforce organization-wide AIDET customer service initiative and standards
• Review and coach team on calls and customer interactions to achieve high levels of service
• Maximize staff potential to meet and/or exceed NMA performance standards through talent management tools such as performance plans, effective training, coaching, evaluations and disciplinary actions
• Measure, report, and identify strategies to address key metrics such as call abandonment, wait times, and first call resolution effectiveness, among other indicators
• Evaluate procedures and processes to provide recommendation for program excellence
• Drive a culture of continuous improvements, new approaches, and personal excellence through open communication between teams, departments and divisions
• Deescalate irate customers to ensure great customer experience
• Ensure adherence for self and team to established personnel policies such as attendance, punctuality, and standards of professional behavior
• Hire and train new employees
• Obtain certification in Housing Choice Voucher Specialist and Executive Management within 120 days of employment
• Perform other duties as assigned

Internal:
Provide excellent customer service to applicants, employees, and vendors.

External:
Provide excellent customer service to applicants, participants, owners, and the general public.

Proven ability to manage call center software. Ability to interpret and implement regulations pertaining to the program. Must be able to communicate effectively both orally and in writing; must possess strong computer and organizational skills required to prioritize multiple tasks, projects and demands.

Education equivalent to a four-year degree from a regionally accredited institution in Public Administration, Social Science or a closely related field (Bachelor’s Degree preferred). A minimum of five years of progressively responsible work experience, with three years of supervisory experience, for a public agency, or related experience in the social service or community service field.

• Leadership:
  Provide lead direction on special projects or processes by clearly and effectively setting course of action; and manage efficiency of processes, materials or programs by providing regular feedback and reinforcement to appropriate staff as
  required.
• Performance Excellence:
  Set high standards of performance; pursue aggressive goals and work hard/smart to achieve them; strive for results and success; convey a sense of urgency and bring issues to closure; and persist despite obstacles…