Call Center Supervisor, Las Vegas

Join Our TeamAn Exciting and Rewarding Career OpportunitySouthern Nevada Regional Housing AuthorityAnnouncement NumberJob Title******Call Center SupervisorNumber of OpeningsCompensation (Depending on Experience, DOE)1 (One) position (Full-Time, 7 AM to 6 PM, Mon-Thurs)$63,****** (Step 1) - $101,****** (Step 20) annuallyThe typical starting range for this position is between $63,****** and $70,****** DOE.Opening DateClosing DateMay 26, ****Applications are reviewed on a rolling basis.June 9, **** (or until filled) The closing date may be earlier based on the number of applications received.To Apply and Required DocumentsConditions of EmploymentThis position is open to both internal and external applicants.
Applicants should: Complete an application online - to apply, click hereSubmit a cover letter and resume Incomplete applications will not be considered.
Applicants who meet minimum qualifications are not guaranteed an interview.
Upon a conditional offer of employment, the candidate must successfully: Complete a background investigation, which may include:(education, criminal history, credit, fingerprints, and DMV)Pass a workplace drug test within 72 hours
Possess a valid State of Nevada driver's license Possess a clean driving record *As a federally-funded employer, although legal in the state of Nevada, marijuana is restricted under Federal guidelines.Employee BenefitsPay is only part of your generous compensation package when you work for our premier agency.
Employees enjoy a 3-day weekend; free parking; 2 weeks vacations (years 1 and 2); 13 sick days; 13 paid holidays, including your birthday; medical, dental, and vision insurance – 100% employer paid (employee only); health and dependent care flexible spending accounts; life and long-term disability insurance (employer paid); 457B Deferred Compensation Plan; Public Employee Retirement System (PERS) – 100% Employer-Funded or Employee/Employer-Funded (50%/50%); Employee Assistance Program (EAP); and a host of voluntary employee benefits options.
Student loan forgiveness is available to qualified individuals through the Public Service Loan Forgiveness (PSLF) program.
OverviewThe Southern Nevada Regional Housing Authority (SNVRHA) 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.
To learn more, please visit us online at relocating from out of state, more than its famous Strip, which provides endless entertainment opportunities for locals and tourists, Las Vegas, Nevada, also offers a family-friendly environment with wonderful neighborhoods, affordable living, warm weather, outdoor wonders (hiking, climbing, snow skiing, boating, sightseeing, and more), professional sports, and world-class restaurants.
Las Vegas is home to the University of Nevada, Las Vegas (UNLV), and a few hours' drive to beach destinations in Southern California, the Grand Canyon in Arizona, and national parks and ski resorts in Utah.
Nevada is among the most tax-friendly states in the U.S., with residents enjoying no state or county income tax, no inheritance tax, and lower property taxes.Position SummaryThe 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 ****, {USC § 552A as amended.Duties and ResponsibilitiesThis announcement summarizes typical job functions and does not list all duties and responsibilities.
This position is accountable for performing the following duties and responsibilities, with or without reasonable accommodation.
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 trendsCoordinating updates to chatbot knowledge bases, scripts, and workflowsIdentifying opportunities to expand self-service and automationAudit 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.
This includes developing and distributing email communications, updating intranet content, coordinating social media posts, maintaining standardized messaging templates, and monitoring engagement to improve communication effectiveness and compliance.Perform related duties and responsibilities as required.This position is eligible to participate in the collective bargaining unit (SEIU), which represents certain Southern Nevada Regional Housing Authority employees.Minimum QualificationsMinimum qualifications help identify candidates most likely to perform successfully in the role.
Meeting the minimum qualifications does not guarantee an interview; however, applicants will be further evaluated to determine the extent to which they meet the position's requirements and align with the agency's immediate needs.
Applicants should demonstrate the following: Education, training, and work experience: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.Licenses and Certifications:Requires a valid/current Nevada driver's license at time of application and must be insurable under the Authority's automobile insurance plan.SNRHA utilizes Criteria for online employment testing.
Successful candidates will be invited via email from ADP to participate in the online testing for further consideration in the recruitment process.
Failure to participate in the testing is considered a withdrawal by the candidate.Preferred QualificationsPreferred qualifications are desired above and beyond minimum qualifications that demonstrate additional education, experience, training, or other credentials.
Preference may be given to applicants who possess the following preferred qualifications:Proficiency in Yardi systems, housing programs, and case management platforms.Experience with VoIP systems, preferably Cisco or RingCentralPrior experience working with a housing authority Screening and SelectionApplicants 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.SNRHA utilizes Criteria for online employment testing.
Successful candidates will be invited via email from ADP to participate in the online testing for further consideration in the recruitment process.
Failure to participate in the testing is considered a withdrawal by the candidate.Compensation details: ****************** Yearly SalaryPI*****ecb7e1f-**************