Remote Call Center Supervisor - Customer Experience Leader

Nan Mckay & Associates; United States; Remote; USD 45,000 - 47,000; Full time

Job summary

The Call Center Supervisor role at Nan Mckay & Associates is remote-based in the United States, leading the Customer Service team serving Housing Choice Voucher participants and owners. You will ensure compliance with the Administrative Plan, SOPs, and HUD regulations while delivering outstanding service.

Key duties include overseeing lobby and call center operations, coaching staff, managing metrics, and driving process improvements.

Qualifications

• Education equivalent to a four-year degree in Public Administration or related field.
• Minimum five years of progressively responsible work experience, with three years supervisory experience.
• Bachelor's degree preferred.

Responsibilities

• Oversee day-to-day operation in 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 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

Skills

Call center management

Regulatory interpretation

Effective communication

Organizational skills

Customer service excellence

Education

Bachelor's degree

Public Administration / Social Science related field

Experience in public agency or social services

Tools

Call center software

Job description

The Call Center Supervisor role at Nan Mckay & Associates is remote-based in the United States, leading the Customer Service team serving Housing Choice Voucher participants and owners. You will ensure compliance with the Administrative Plan, SOPs, and HUD regulations while delivering outstanding service.

Key duties include overseeing lobby and call center operations, coaching staff, managing metrics, and driving process improvements.