Call Center Supervisor

POSITION: Call Center/ Customer Service Supervisor

SUPERVISOR: Assistant Program Director

STATUS: Exempt

SUMMARY:

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.

DUTIES AND RESPONSIBILITES:

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

RESPONSIBILITY FOR RELATIONSHIPS:

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

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

KNOWLEDGE AND SKILLS REQUIRED:

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 AND EXPERIENCE REQUIRED:

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.

BEHAVIORAL COMPETENCIES:

To perform the job successfully, an individual should demonstrate the following competencies:

· 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 and opposition.

· Customer Service: Meet/exceed the expectations and requirements of internal and external customers; identify, understand, monitor and measure the needs of both internal and external customers; talk and act with customers in mind; and recognize working colleagues as customers.

· Effective Communication: Ensure important information is passed to those who need to know; convey necessary information clearly and effectively orally or in writing; demonstrate attention to, and convey understanding of, the comments and questions of others; and listen effectively.

· Quality: Demonstrate accuracy and thoroughness; look for ways to improve and promote quality;

apply feedback to improve performance; monitor own work to ensure quality.

· Responsiveness and Accountability: Demonstrate a high level of conscientiousness; hold oneself personally responsible for one's own work; and do the required fair share of work.

· Integrity: Must abide by strict ethical standards, integrity, objectivity and confidentiality when dealing with client, employee or financial information, and budget analysis and must avoid any personal conflicts of interest.