Supervisor - Onsite (CHA)

AMA Consulting Group•Chicago, IL

11d•$53,000 - $58,500•Onsite

About The Position

AMA Consulting Group is seeking a professional, customer-focused Supervisor to oversee daily onsite office operations at the Chicago Housing Authority West Office in Chicago, Illinois. The Supervisor is the primary point of contact for program participants, landlords, and visitors, supports AMA staff, resolves customer issues, and helps ensure consistent office operations and service delivery for the Housing Choice Voucher (HCV) program. The role requires a detail-oriented, solutions-driven approach to managing workflow and providing customer service in affordable housing programs. The Supervisor represents AMA at the office, sets the tone for the customer experience, and ensures customers receive professional, courteous, respectful, clear, and compassionate assistance. The position oversees workflow, work queues, deadlines, documentation, office readiness, regulatory compliance, and quality standards. It also supports client representatives and sub-client stakeholders, provides staff guidance and mentorship, and monitors quality control, data integrity, and timely completion of work. Travel may be 0–10% if required by the project. The position is full-time, salaried, and exempt.

Requirements

At least 1 year of experience in the Housing Choice Voucher Program (HCVP).
At least 2 years of supervisory experience in the affordable housing industry.
In-depth knowledge of affordable housing regulations, tenant/landlord laws, and program guidelines, including HUD and LIHTC.
Exceptional interpersonal, communication, and conflict-resolution skills.
Ability to evaluate data, identify risks, and ensure quality control.
Empathy, active listening, and cultural competency for managing diverse teams and client interactions.
Ability to work effectively in a high-call-volume, fast-paced environment while meeting deadlines and performance standards.
Advanced skills in Microsoft Office Suite and housing program software.
Experience mentoring and developing staff.

Nice To Haves

Bachelor’s degree in Business Administration, Public Administration, Housing Management, or a related field.
Certification in the Housing Choice Voucher Program (HCVP).

Responsibilities

Serve as AMA’s primary onsite representative and first point of contact for program participants, landlords, and visitors.
Greet and assist customers professionally, courteously, and respectfully, providing clear and compassionate guidance through program processes.
Model a calm, solutions-oriented approach and AMA’s commitment to service excellence.
Act as the first escalation point for customer concerns, inquiries, and complex situations.
Use de-escalation skills and sound judgment to manage sensitive or escalating situations.
Address operational and workflow bottlenecks that delay customer service or case completion.
Ensure timely follow-up and closure of customer issues.
Oversee daily onsite office operations and maintain an organized, efficient, customer-friendly environment.
Monitor work queues, deadlines, and workflow progress to support timely processing of customer needs.
Uphold operational procedures, documentation standards, and Housing Choice Voucher program requirements.
Maintain office readiness, including front desk oversight, customer flow management, and service area organization.
Ensure adherence to program regulations, policy guidelines, and internal quality standards.
Coordinate with AMA leadership to identify risks, escalate concerns, and maintain accountability to service requirements.
Support communication and issue resolution with client representatives and sub-client stakeholders, maintaining transparency.
Accurately and promptly document relevant case details, escalations, and operational challenges.
Guide, train, and mentor program staff to support professional growth and high performance.
Recognize team contributions, celebrate successes, and foster a positive work environment that motivates and retains staff.
Monitor quality control and data integrity, and ensure timely completion of work.
Manage timecards.