Customer service center director
This position is responsible for the management oversight of two customer service centers located in Gaithersburg and Silver Spring. Provide leadership and direction to managerial and operational staff in a fast paced, high volume environment. Responsible for oversight and monitoring of the Housing Choice Voucher to ensure compliance with all Federal, State and local laws and regulations. Will ensure program integrity through risk analysis, data evaluation and reporting. Will develop, evaluate and implement processes to improve efficiencies and effectiveness of the operation. Responsible for improving the methods of providing services to customers, recommend changes and implement guidelines and procedures to address changes in regulations, technology and workforce. Responsible for scheduling, managing and addressing the needs of staff and clients at the Customer Service Centers. Will provide management oversight of the annual recertification, certification, interim and rent increase processes. Responsible for oversight and execution of HAP contracts and the contract process. Implement changes and delegate assignments. Coordinate and supervise the work of the Customer Service Centers. The work involves the management and direction of professional union employees. Perform other duties as assigned.