Call Center Supervisor
About The Position
The 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. If 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.
Requirements
- 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.
- Complete an application online
- Submit a cover letter and resume
Nice To Haves
- 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
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. 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.
Benefits
- 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)
- a host of voluntary employee benefits options
- Student loan forgiveness is available to qualified individuals through the Public Service Loan Forgiveness (PSLF) program.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
