NYC Department of Housing Preservation & Development · 13 hours ago
Client Services Call Center Team Leader for the Division of Tenant & Owner Resources
New York, NY
Full-time
Onsite
Mid Level
3+ years expThe NYC Department of Housing Preservation and Development (HPD) is the nation's largest municipal housing preservation and development agency, dedicated to promoting quality and affordability in housing. The Client Services Call Center Team Leader will oversee call center staff, ensuring high-quality customer service and effective operations for Section 8 participants and stakeholders.
CommunitiesGovernmentProperty DevelopmentReal Estate
Responsibilities
Provide day-to-day leadership and on-floor supervision for call center staff handling high-volume inbound and outbound calls
Monitor real-time call activity, queues, and wait times to ensure service levels are met
Assign, reassign, and prioritize workloads based on call volume, staffing availability, and urgent client needs
Serve as the first point of escalation for complex or sensitive calls requiring supervisory intervention
Train, manage and ensure that staff is working within federal regulatory and local policy guidelines
Responsible for public communication, ensuring that accurate information is relayed to landlords, tenants and general public as well as community leaders and other governmental entities
Respond to inquiries; and working with the senior management team to implement and maintain best practice operations
Attend meetings, conferences and trainings as required
Have full understanding of the various steps of the Section 8 programs to best assist clients and stakeholders in engaging with the program
Track and report on key call center metrics, including: Call volume, Average wait time, Abandoned calls, Resolution rates
Provide regular updates to management on staffing needs, service gaps, and operational challenges
Assist in developing strategies to improve efficiency and reduce backlogs
Work on special projects and initiatives as determined by management
May be required to work evenings and weekends
Qualification
Required
High school graduation or equivalent and three years of experience in community work or community centered activities in an area related to duties described above; or
Education and/or experience which is equivalent to '1' above
Preferred
Excellent communication skills (both written and oral)
Computer knowledge (Word, Excel and Access)
Strong analytical and interpersonal Skill
Strong organizational Skills
Knowledge of rental subsidies or Section 8 subsidy preferred
Bilingual a plus
A NYS Driver's License is preferred
Benefits
Public Service Loan Forgiveness
Company
NYC Department of Housing Preservation & Development
Established in 1978, the New York City Department of Housing Preservation and Development (HPD) is the largest city housing preservation and development agency in the nation.
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
Ahmed Tigani
First Deputy Commissioner and Chief Diversity Officer
Dave Seliger
Chief Digital Equity Officer
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