Contact Center Supervisor

Contact Center Supervisor

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.

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: 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. 13 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.

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