Remote Call Center Supervisor - Housing Services

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

Job summary

Nan-Mckay- is seeking a Call Center Supervisor to lead the customer service team and manage operations for housing program participants and stakeholders. This remote role requires strong supervisory experience and a focus on service quality.

The position emphasizes regulatory compliance, staff development, and performance measurement to achieve high customer satisfaction and alignment with organizational policies.

Qualifications

• Proven ability to manage call center software and staff.
• Ability to interpret and implement regulations pertaining to the program.
• Excellent oral and written communication; strong computer and organizational skills.

Responsibilities

• Oversee day-to-day operation of lobby and call center to ensure service excellence.
• Lead AIDET customer service initiative and standards.
• Coach team on calls and customer interactions to improve service levels.
• Manage staff performance through training, coaching, evaluations and disciplinary actions.
• Monitor metrics like call abandonment, wait times and first call resolution.
• Evaluate procedures to drive program excellence.
• Foster continuous improvements and open communication across teams.

Skills

Call center software

Regulatory compliance

Communication skills

Organizational skills

People management

Education

Bachelor’s degree or equivalent

Job description

Nan-Mckay- is seeking a Call Center Supervisor to lead the customer service team and manage operations for housing program participants and stakeholders. This remote role requires strong supervisory experience and a focus on service quality.

The position emphasizes regulatory compliance, staff development, and performance measurement to achieve high customer satisfaction and alignment with organizational policies.