Call Center Manager

Return to Postings
Job Code: PD23-68
Posted On:
Closing On:
Monday, 5th February 2024
Sunday, 5th May 2024
Department: Office of Legislative and Public Affairs
Location: EDP
231 East Deer Park, Gaithersburg, MD
Job Type:
Full Time
Education: 4 Year Degree
Pay Rate: Grade 24; $66,036 -$109,612 | Salary determined by departmental budget- Offer commensurate with experience

Job Description:



Job Duties:

This is a first-line supervisory and administrative level professional for a Customer Contact Center

responsible for the strategic planning and execution of all HOC Call Center operations. The purpose of

the work is the day to day operations for the Call Center serving Housing Opportunities Commission

(HOC) customers and the general public by planning and implementing strategies and operations;

improving Customer Relationship Management (CRM) systems and processes, including knowledge base

articles; and managing staff. Primary objective is to ensure the continuous improvement of the

HOC customer experience. Emphasis is on CRM system operations, customer service, quality

management, workforce planning, recruiting, coaching and training.

With respect to the day-to-day operations of the Call Center, this position is responsible for the

supervision of staff, establishing and maintaining work standards, developing service-level agreements,

producing and updating knowledge base articles, coordinating work function assignments and creating

work plans. Must be able to coordinate with other functions across the agency, as well as other county

agencies as may be necessary. The individual will provide technical advice, recommendations and

assessment of various programs within the Call Center.


This individual will be supporting the Sr. Customer Experience Manager and the Vice President of Public

Affairs and Communications in implementing the agency’s Customer Experience Strategy. Some of the

duties and responsibilities associated with this position are as follows:

Ensure excellent customer service is provided by the Call Center and customer facing staff.

Provide ongoing support and training to customer facing staff.

Gather accurate, timely and updated information by collaborating with other departments.

Research best practices in the industry and make recommendations on how they can be applied

to the Call Center operations.

Interact with customers and deescalate the situations when needed.

Generate reports to the executive team as needed.


·        Knowledge of public housing program regulations.

·        Essential qualifications include proficiency in interviewing and counseling, meticulous attention to detail, strong interpersonal and               customer service abilities, as well as excellent organizational skills.

·        Previous experience in a call center environment, with demonstrated leadership and supervisory skills.

·        The ability to prioritize tasks to meet deadlines, along with dependability and attention to detail, is crucial.

·        Excellent written and verbal communication skills are a requirement for this position.

·        This position requires robust computer skills and a quick ability to learn new technologies and web-based systems.

·        Strong analytical abilities are a prerequisite for this role.

·        Proficiency in Microsoft Word and Excel is a mandatory requirement for this position.


·        Completion of a bachelor's degree from an accredited college or university in social work, counseling, or a related field is required. A           master's degree in social work is preferred.

Preferred Skills:

An equivalent combination of education and experience may be accepted. Low income residents in Montgomery County with the above qualifications are encouraged to apply. HOC is an equal opportunity employer committed to diversity and inclusion in the workplace.

All qualified applicants will receive consideration for employment without regard to sex, race, color, age, national origin, religion, disability, genetic information, marital status, sexual orientation, gender identity, gender reassignment, citizenship, immigration status, protected veteran status, or any other basis prohibited under applicable federal, state or local law. HOC promotes a drug-free workplace.

HOC conducts criminal background checks, employment reference checks, and where applicable, reviews driving records in determining suitability for employment.