Contact Center Supervisor

Contact Center Supervisor


Category: Administration

Main location: United States, Ohio, Columbus

Position ID:J0526-2271


Employment Type: Full Time


Position Description:


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 Customer Relations Specialist. 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 Customer Relations Supervisor is responsible for the day-to-day leadership, oversight and development of the Customer Contact Center team supporting the Performance-Based Contract Administration (PBCA) program. This role ensures timely, accurate, and compliant handling of resident concerns, health and safety issues, owner communications, and documentation requirements in accordance with HUD regulations, PBCA contractual obligations, and CGI Federal policies. The supervisor oversees workload distribution, staff performance, quality assurance, and adherence to established procedures and timeliness across all assigned jurisdictions.
This position is located in our Columbus, OH office; however, a hybrid working model is acceptable.

Your future duties and responsibilities:


. Oversee the daily operations of the Customer Contact Center team, ensuring staff adhere to established procedures, timelines, and quality expectations.
. Supervise Customer Contact Center team across assigned PBCA jurisdictions, providing coaching, guidance, performance feedback, and ongoing training.
. Serve as a secondary escalation point for systemic or severe resident concerns, ensuring timely and professional communication with HUD, Owners/Agents, and stakeholders.
. Ensure immediate response to life-threatening health and safety issues and timely responses to non-life-threatening concerns within required HUD timelines.
. Monitor corrective action completion for issues identified through property inspections or resident complaints, ensuring Owners/Agents meet required deadlines.
. Submit case-by-case recommendations to the Customer Relations Manager when Owners/Agents fail to correct violations within established timeframes and notify jurisdictional HUD offices of non-compliance.
. Review and process monthly invoices and logs for submission to jurisdictional HUD offices in accordance with PBCA requirements.
. Maintain accurate tracking systems for inquiries, responses, investigations, and corrective actions, ensuring proper documentation and record retention.
. Ensure all responses to inquiries from Congress, governmental entities, community leaders, and HUD are timely, accurate, and professionally documented.
. Assist in developing and updating operations manuals, procedures, and training materials to ensure consistency across the program.
. Provide timely data, reports, and documentation requested by the Customer Relations Manager and other internal leaders.
. Ensure property files and all documentation meet PBCA and HUD record retention standards and are properly organized for audits and reviews.
. Stay current on HUD regulations, PBCA contract requirements, and internal CGI procedures, disseminating updates to staff and ensuring compliance.

Required qualifications to be successful in this role:


Required qualifications to be successful in this role:
Candidates must demonstrate effective leadership capabilities, strong communication skills, and the ability to manage a high-volume workload within a regulatory environment. A solid understanding of HUD programs, affordable housing operations, and PBCA requirements is essential. Supervisory experience in a call center or customer service environment is required.
Desired qualifications/non-essential skills required:
. Bachelor's degree or equivalent combination of education and relevant experience.
. 1-3 years of supervisory experience in a call center or customer service environment.
. Experience interpreting and applying federal regulations, particularly HUD guidelines and PBCA requirements.
. Strong analytical, problem-solving, and decision-making skills.
. Excellent verbal and written communication skills, with the ability to interact professionally with diverse stakeholders.
. Ability to manage multiple priorities in a fast-paced, production-driven environment.
. Proficiency in Microsoft Outlook, Excel, Word, and PowerPoint.
. Ability to accurately enter and manage data across multiple electronic systems with attention to detail and consistency.
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, relevant 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 $58,000.00 - $139,300.00.
CGI Federal's benefits are offered to eligible professionals on their first day of employment to include:
. Competitive compensation
. Comprehensive insurance options
. Matching contributions through the 401(k) plan and the share purchase plan
. Paid time off for vacation, holidays, and sick time
. Paid parental leave
. Learning opportunities and tuition assistance
. Wellness and Well-being programs
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Skills:

• Call/Contact handling
• Conflict Resolution
• CRM
• Customer relation
• Decision making
• English
• Spanish

What you can expect from us:

Together, as owners, let's turn meaningful insights into action.

Life at CGI is rooted in ownership, teamwork, respect and belonging. Here, you'll reach your full potential because...


You are invited to be an owner from day 1 as we work together to bring our Dream to life. That's why we call ourselves CGI Partners rather than employees. We benefit from our collective success and actively shape our company's strategy and direction.

Your work creates value. You'll develop innovative solutions and build relationships with teammates and clients while accessing global capabilities to scale your ideas, embrace new opportunities, and benefit from expansive industry and technology expertise.

You'll shape your career by joining a company built to grow and last. You'll be supported by leaders who care about your health and well-being and provide you with opportunities to deepen your skills and broaden your horizons.


Come join our team-one of the largest IT and business consulting services firms in the world.

Qualified applicants will receive consideration for employment without regard to their race, ethnicity, ancestry, color, sex, religion, creed, age, national origin, citizenship status, disability, pregnancy, medical condition, military and veteran status, marital status, sexual orientation or perceived sexual orientation, gender, gender identity, and gender expression, familial status or responsibilities, reproductive health decisions, political affiliation, genetic information, height, weight, or any other legally protected status or characteristics to the extent required by applicable federal, state, and/or local laws where we do business.

CGI provides reasonable accommodations to qualified individuals with disabilities. If you need an accommodation to apply for a job in the U.S., please email the CGI U.S. Employment Compliance mailbox at View email address on click.appcast.io. You will need to reference the Position ID of the position in which you are interested. Your message will be routed to the appropriate recruiter who will assist you. Please note, this email address is only to be used for those individuals who need an accommodation to apply for a job. Emails for any other reason or those that do not include a Position ID will not be returned.

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All CGI offers of employment in the U.S. are contingent upon the ability to successfully complete a background investigation. Background investigation components can vary dependent upon specific assignment and/or level of US government security clearance held. Dependent upon role and/or federal government security clearance requirements, and in accordance with applicable laws, some background investigations may include a credit check. CGI will consider for employment qualified applicants with arrests and conviction records in accordance with all local regulations and ordinances.

CGI will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with CGI's legal duty to furnish information.