HACC

SUMMARY

Manages and directs all aspects of in/outbound call center operations. Implements and reviews policies and procedures. Supervises, trains, and develops representatives; resolves conflicts; ensures work product consistently meets established standards; and takes required corrective/developmental action to remedy deficiencies.

ESSENTIAL FUNCTIONS
• Responsible for direct oversight of call center operations.
• Responsible for monitoring random calls to improve quality, minimize errors and track operative performance.
• Review and coach team on calls and customer interactions to achieve high levels of service.
• Maximize staff potential to meet and/or exceed 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.
• Deescalate irate customers to ensure great customer experience.
• Obtain certification in Housing Choice Voucher Specialist within 120 days of employment.
• Run models to accurately predict changes to headcount and staffing requirements, skills, and schedules based on quality, service level, and forecasted volumes.

REQUIRED KNOWLEDGE SKILLS AND ABILITIES
• Excellent communication skills, both verbal and written.
• Ability to provide excellent customer service, especially in challenging situations; maintaining a positive attitude.
• Ability to interpret and implement regulations pertaining to the program.
• Excellent critical thinking skills.
• Excellent time management skills with the ability to organize, multi-task, and prioritize responsibilities.
• Strong analytical and problem-solving skills.
• Demonstrated attention to detail.
• Ability to write and proofread materials for content and accuracy.
• Ability to produce clear, accurate, and concise work product.
• Mid-level understanding of frequently used computer software and programs, such as Microsoft Office; advanced knowledge of Excel is necessary.
• Ability to perform accurate mathematical functions.
• Ability to follow verbal and written instructions.
• Flexible team player willing to adapt to changes and unafraid of challenges.
• Demonstrated punctuality and reliability.
• Project management skillset.

OTHER DUTIES AND RESPONSIBILITIES
• Complies with applicable job-related local, state, and federal regulations.
• Responsible for safety while performing all facets of job; observes all Housing Authority safety procedures, as well as all local, state, and federal safety laws and regulations.
• Promotes positive customer relations.
• Performs other duties as assigned.

EDUCATION, EXPERIENCE AND/OR CERTIFICATION
• Bachelor’s Degree or equivalent;
• Three – five (3-5) years related work experience.

EQUIPMENT AND SYSTEMS OPERATED
• Personal computer and peripherals
• Standard office equipment

ADDITIONAL WORKING CONDITIONS
• Requires availability to work beyond normal workday
• Work environment consists substantially of indoor office activities performed in a heated/air- conditioned setting
• Position requires the need to walk, sit, and/or stand for extended periods of time
• Requires stooping, bending, crouching and/or reaching for files or tools
• Frequent repetitive hand movement (e.g. typing)
• May lift, carry and/or push up to 20 pounds
• Appointees will be required to possess a valid driver’s license and be insurable according to agency guidelines only if the operation of a vehicle, rather than employee mobility, is necessary to perform essential duties of the position

SALARY
The salary range for this position is $50,000 – $90,000.

BENEFITS
• Health insurance
• Dental insurance
• Vision insurance
• Life insurance
• Healthcare flexible spending account
• Dependent Care flexible spending account
• Commuter flexible spending account
• Employee assistance program
• 401(k) matching
• Paid time off

This job description is subject to change and in no manner states or implies that these are the only duties and responsibilities to be performed. The qualifications listed above are guidelines, other combinations of education and experience that could provide the necessary knowledge, skills, and abilities to perform the job will be considered.