Customer Service Center Director

Sep 24, 2019
Oct 22, 2019
Full Time
This position is responsible for the management oversight of two customer service centers located in Gaithersburg and Silver Spring. Will 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 and quality control workflow and 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. Will conduct informal hearings with non-complaint program participants. Responsible for management of the customer service center budgets and disbursement of funds. The work involves the management and direction of professional union employees. Perform other duties as assigned. WP

Preferred Skills:

  • Requires Bachelor's degree from an accredited college or university preferably in Social Science, Business Administration or related field (Master's Degree Preferred)
  • Minimum of 5 years of progressive experience in subsidized housing
  • Advanced level managerial and affordable housing, employee supervision experience
  • Knowledge of affordable housing programs (Public Housing, Housing Choice Voucher)
  • Housing Choice Voucher Certification within 6 months of hire
  • Knowledge of and skilled in risk analysis and data evaluation
  • Experience with budgets and forecasting
  • Proven ability to provide quality customer service
  • Proven ability to multi-task and meet competing deadlines
  • Excellent communication skills written and oral, team player, forward thinker

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