Call Center Supervisor, Las Vegas

Call Center Supervisor

Southern Nevada Regional Housing Authority is recruiting a Call Center Supervisor to join our team. SNRHA provides affordable housing to low-and moderate-income households through its affordable housing, conventional public housing, and Housing Choice Voucher programs. Our team comprises 200+ committed and caring professionals who support our mission and the clients and communities we serve. Our success is built upon the contributions of our valued employees.The Call Center Supervisor position oversees daily customer service operations, supervises staff, and ensures high-quality service delivery across all customer contact channels, including phone, email, chat, and AI-assisted platforms. The position must adhere to the confidentiality standards of the Privacy Act of 1974, {USC

552A} as amended. Duties and Responsibilities Supervise and support customer care staff in handling customer inquiries, service requests, and issue resolution to ensure a high level of customer satisfaction. Provide daily leadership, guidance, coaching, and performance feedback to staff; conduct evaluations and recommend corrective or developmental actions as needed.Train, onboard, and mentor new and existing staff on procedures, systems, customer service standards, and best practices. Oversee AI chatbot and automated customer service tools, including: monitoring chatbot performance, accuracy, and escalation trends; coordinating updates to chatbot knowledge bases, scripts, and workflows; identifying opportunities to expand self-service and automation.Audit customer interactions, reports, and system records to ensure quality, accuracy, and compliance with policies and regulations. Communicate procedural updates, policy changes, and service enhancements to the team in a clear and timely manner. Analyze customer service data and performance metrics; prepare and present reports with recommendations for operational improvements.Collaborate with IT, Housing Programs, and other departments to resolve complex service issues and improve end-to-end customer experiences. Ensure compliance with HUD regulations, housing policies, and internal service standards. Oversee scheduling, workload distribution, and after-hours support; coordinate emergency or escalated responses when required.Maintain accurate documentation, workflows, and customer service records. Support continuous improvement initiatives related to customer experience, technology adoption, and service delivery. Manage and maintain customer-facing communication across email, intranet, social media, and digital platforms to ensure timely, accurate, and consistent messaging.Perform related duties and responsibilities as required. Minimum Qualifications High school diploma or GED supplemented by three (3) years of experience in a call center or customer service environment, including lead or supervisory responsibilities. Requires a valid/current Nevada driver's license at time of application and must be insurable under the Authority's automobile insurance plan.Preferred Qualifications Proficiency in Yardi systems, housing programs, and case management platforms. Experience with VoIP systems, preferably Cisco or RingCentral. Prior experience working with a housing authority. Screening and Selection Applicants who meet the minimum qualifications may be considered further. Evaluation factors include, but are not limited to, a cover letter and resume, writing samples, pre-employment testing/assessments, panel interviews, references, and background investigation.