Supervisor - Onsite (CHA) (25883)

AMA Consulting Group•Chicago, IL

9d•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 and serve as the primary point of contact for program participants, landlords, and visitors. The role supports AMA staff, assists customers, resolves issues, and maintains smooth, consistent office operations in the Housing Choice Voucher (HCV) program. The Supervisor sets the tone for the customer experience, upholds AMA’s standards of professionalism, and promotes efficient service delivery. The Supervisor oversees customer interactions and issue resolution, office workflows, compliance, quality, stakeholder communications, and staff performance. The position provides guidance, training, and mentorship to program staff; monitors quality control and data integrity; and ensures work is completed on time. Travel may be required if the project requires it, at a level of 0 to 10%. Additional duties may be assigned as needed to support the organization’s evolving needs.

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 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 in a high-call-volume, fast-paced environment while meeting deadlines and maintaining performance standards.
Advanced skills in Microsoft Office Suite and housing program software.
Experience mentoring and developing staff.
Alignment with AMA Consulting Group’s core values of Integrity, Ownership, Results Driven, and Service Excellence.

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.
Ensure customers are greeted and assisted professionally, courteously, and respectfully; provide clear, accurate, and compassionate guidance through program processes.
Model a calm, solutions-oriented approach and AMA’s commitment to service excellence.
Act as the first point of escalation for customer concerns, inquiries, and complex situations; use de-escalation skills and sound judgment.
Remove workflow bottlenecks, follow up on customer issues, and ensure timely resolution and closure.
Oversee daily onsite office operations and maintain an organized, efficient, and customer-friendly environment.
Monitor work queues, deadlines, and workflow progress to ensure timely processing of customer needs.
Uphold operational procedures, documentation standards, and regulatory requirements across the HCV program.
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 with client representatives and sub-client stakeholders, resolve issues, and maintain transparency.
Accurately and promptly document relevant case details, escalations, and operational challenges.
Provide guidance, training, and mentorship to program staff to support professional growth and high performance.
Recognize team contributions, celebrate successes, and foster a positive work environment that motivates and retains talent.
Monitor quality control and data integrity, and ensure timely completion of work.
Manage timecards.