Call Center Supervisor

Position Summary

The Call Center Supervisor is responsible for the day-to-day supervision and operations of the Louisville Metro Housing Authority (LMHA) Call Center. This position oversees call center staff, monitors call quality and performance metrics, and ensures customers receive timely, accurate, and professional service.

The Supervisor coordinates staff training, maintains training schedules, monitors call center statistics and trends, and works with other LMHA departments to communicate procedural and policy updates. The position also assists with escalated customer concerns and identifies opportunities to improve call center efficiency, service delivery, and overall performance.

Essential Duties and Responsibilities

The statements below are intended to describe the general nature and scope of work performed by this position. They are not intended to be an exhaustive list of all responsibilities, duties, or skills required. Other duties may be assigned.

· Supervise daily call center operations, staff performance, attendance, and productivity.

· Monitor and analyze call center statistics, KPIs, call quality, and customer satisfaction; prepare reports and analytics for management.

· Review calls and customer interactions to ensure accuracy, professionalism, compliance with LMHA policies, and quality service.

· Coordinate staff training, coaching, and ongoing professional development; maintain the training and coaching calendar.

· Manage the call center database, systems, and related technology to support efficient operations and accurate recordkeeping.

· Oversee the handling and escalation of complex or unresolved customer concerns, ensuring appropriate follow-up and resolution.

· Ensure staff provide accurate and consistent information regarding LMHA programs, policies, procedures, and available resources.

· Collaborate with internal departments to communicate procedural updates and facilitate timely resolution of customer issues.

· Support the Department Manager with call center analytics, reporting, operational improvements, and other departmental needs.

· Ensure customer interactions, complaints, requests, and follow-up activities are accurately documented in Yardi and other applicable systems.

· Ensure staff maintain confidentiality of resident, applicant, landlord, and agency information.

· Promote professional, courteous, and consistent customer service across all call center interactions.

· Ensure compliance with established performance, attendance, and customer service standards.

· Perform other duties as assigned.

Supervisory Responsibilities

Directly supervises Call Center Representatives.

Minimum Qualifications

• High school diploma or equivalent required.
• Minimum of five (5) years of customer service experience.
• Strong verbal and written communication skills.
• Excellent telephone etiquette and active listening skills.
• Strong typing, data entry, and computer proficiency.
• Proficiency with Microsoft Office Suite (Word, Excel, Outlook).
• Ability to prioritize multiple tasks in a fast-paced environment.
• Strong organizational and time management skills.
• Ability to maintain confidentiality of sensitive information.
• Ability to exercise sound judgment and professionalism.
• Bilingual or multilingual abilities are preferred.
• An equivalent combination of education, training, and experience may be considered.

Experience

• Minimum five (5) years of customer service experience in a high-volume environment.
• 2-3 years of team management experience.
• Call Center leadership preferred.
• Previous experience working in a call center, government agency, housing authority, social services, healthcare, or public service organization is required.
• Experience utilizing customer relationship management (CRM) or housing management software is preferred.
• Experience handling difficult customer interactions while maintaining professionalism.

Preferred Qualifications

• Associate degree in Public Administration, Business Administration, Human Services, or a related field.
• Proficiency with call center software and CRM systems.
• Experience working with Yardi or similar property management or housing software.
• Experience working in affordable housing, public housing, Housing Choice Voucher (Section 8), or government programs.
• Bilingual (English/Spanish or other languages commonly spoken within the community).
• Experience providing customer service in a public sector or nonprofit environment.

Knowledge, Skills, and Abilities

• Knowledge of customer service principles and best practices.
• Knowledge of call center operations and telephone systems.
• Ability to communicate professionally with diverse populations.
• Strong interpersonal and conflict resolution skills.
• Ability to remain calm under pressure and de-escalate challenging situations.
• Strong attention to detail and accuracy.
• Ability to learn and apply agency policies, procedures, and housing program requirements.
• Ability to work independently and collaboratively within a team environment.
• Strong problem-solving and critical thinking skills.
• Ability to manage multiple priorities while maintaining quality and efficiency.
• Ability to maintain professionalism when handling confidential or sensitive information.

Technology Proficiency

• Microsoft Office Suite (Word, Excel, Outlook)
• Microsoft Teams
• Yardi or similar housing/property management software
• Multi-line telephone systems
• Data entry and customer relationship management systems
• Internet research and web-based applications
• Basic office equipment including copier, scanner, and printer

Core Competencies

• Time management
• Customer Focus
• Leadership
• Communication
• Accountability
• Teamwork and Collaboration
• Problem Solving
• Attention to Detail
• Integrity and Confidentiality