Call Center Lead

　　Category: Administration

　　Main location: United States, Texas, Belton

　　Position ID: J0124-1373

　　Employment Type: Full Time

　　Position Description:

　　Text CGI Federal’s Housing Sector team that partners with public housing authorities (PHAs) and the U.S. Department of Housing and Urban Development (HUD) to assist in the provision of affordable housing has an opening for a Call Center Lead.

　　This is an opportunity to join an energetic team with a collaborative management group and work with affordable housing providers. New team members receive in-depth training to prepare them for their role. Additional training and professional development opportunities are also available, for both the affordable housing industry, and general business skills.

　　The Call Center Lead is responsible for providing leadership to a team for the timely and accurate completion of specified core tasks for case management under HUD’s Housing Choice Voucher Program (HCVP).

　　The Call Center Lead supports the Call Center Supervisor and helps to create and implement the highest quality housing assistance programs, maintains compliance with HUD regulations and the HCVP Administrative Plan and works with the entire staff of the Housing Authority in a collaborative environment.

　　Your future duties and responsibilities:

　　-Responsibilities will include leadership and training of staff to carry out program duties and responsibilities while at the same time maintaining a high quality of customer service with clients. Other duties may be assigned.

　　-Research and implement new CGI/HUD/Client policy, procedures and requirements.

　　-Train and provide written procedures for all team members.

　　-Provide individual support and assistance to the Call Center Team. This includes, but is not limited to, helping solve problems, answering questions, offering suggestions or solutions to problems, and assisting in difficult situations between client and landlord.

　　-Ensure a high quality assurance level of the call center specialist’s case management responsibilities to minimize risk.

　　-Ensure that tasks assigned to the department are completed in an accurate and timely manner.

　　-Run system reports to identify errors, assure policies and procedures are implemented consistently and work with staff to correct them.

　　-Ability to lead a team of people and/or work independently.

　　-Research and respond to inquiries from clients, landlords and tenants regarding affordable housing matters and concerns.

　　-Educate program team members, participants, appropriate agencies, and the general public concerning affordable housing specific regulations, policies and procedures.

　　-Compile information, generate and present CGI internal and client reports in an accurate and timely manner.

　　-Work closely with other team members to provide high level of customer service.

　　-Provide staff coverage as needed.

　　-Escalate all issues that need immediate supervisory attention.

　　-Ensure adherence to all policies and procedures.

　　Required qualifications to be successful in this role:

　　-Bachelor’s Degree required from an accredited college or university in Business or Public Administration, Social Sciences or a related field.

　　-Three years of experience in the affordable housing industry and one year of supervisory experience; or an equivalent combination of experience and education.

　　-Knowledge of Affordable Housing regulations along with a broad understanding of the Housing Choice Voucher Program.

　　-Effective Supervision and Project Management Skills.

　　-Excellent written and verbal communication skills.

　　-Ability to motivate and provide performance feedback and evaluations to team assigned.

　　-Affordable Housing certifications a plus.

　　-Must obtain Certified HCVP Specialist within one year of employment.

　　• Ability to: coordinate work activities and lead the work of members; make independent decisions; express oneself clearly and concisely both orally and in writing; establish and maintain effective working relationship with staff, clients, landlords and tenants; deal effectively with situations requiring tact and diplomacy; prepare clear and concise reports. Must have strong written, oral and computer skills.

　　CGI is required by law in some jurisdictions to include a reasonable estimate of the compensation range for this role. The determination of this range includes various factors not limited to skill set level, experience and training, and licensure and certifications. To support the ability to reward for merit-based performance, CGI typically does not hire individuals at or near the top of the range for their role. Compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range for this role in the U.S. is $27,300 - $52,000.

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　　Skills:

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　　Conflict Resolution

　　Customer Service & Support

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