Call Center Supervisor

Position Summary The Call Center Supervisor is responsible for the day-to-day supervision and operations of the Louisville Metro Housing Authority (LMHA) Call Center.

This position oversees call center staff, monitors call quality and performance metrics, and ensures customers receive timely, accurate, and professional service.

The Supervisor coordinates staff training, maintains training schedules, monitors call center statistics and trends, and works with other LMHA departments to communicate procedural and policy updates.

The position also assists with escalated customer concerns and identifies opportunities to improve call center efficiency, service delivery, and overall performance.

Essential Duties and Responsibilities The statements below are intended to describe the general nature and scope of work performed by this position.

They are not intended to be an exhaustive list of all responsibilities, duties, or skills required.

Other duties may be assigned.

Supervise daily call center operations, staff performance, attendance, and productivity.

Monitor and analyze call center statistics, KPIs, call quality, and customer satisfaction; prepare reports and analytics for management.

Review calls and customer interactions to ensure accuracy, professionalism, compliance with LMHA policies, and quality service.

Coordinate staff training, coaching, and ongoing professional development; maintain the training and coaching calendar.

Manage the call center database, systems, and related technology to support efficient operations and accurate recordkeeping.

Oversee the handling and escalation of complex or unresolved customer concerns, ensuring appropriate follow-up and resolution.

Ensure staff provide accurate and consistent information regarding LMHA programs, policies, procedures, and available resources.

Collaborate with internal departments to communicate procedural updates and facilitate timely resolution of customer issues.

Support the Department Manager with call center analytics, reporting, operational improvements, and other departmental needs.

Ensure customer interactions, complaints, requests, and follow-up activities are accurately documented in Yardi and other applicable systems.

Ensure staff maintain confidentiality of resident, applicant, landlord, and agency information.

Promote professional, courteous, and consistent customer service across all call center interactions.

Ensure compliance with established performance, attendance, and customer service standards.

Perform other duties as assigned.

Supervisory Responsibilities Directly supervises Call Center Representatives.

Minimum Qualifications High school diploma or equivalent required.

Minimum of five (5) years of customer service experience.

Strong verbal and written communication skills.

Excellent telephone etiquette and active listening skills.

Strong typing, data entry, and computer proficiency.

Proficiency with Microsoft Office Suite (Word, Excel, Outlook).

Ability to prioritize ...