Job Abstract

Under general direction, supports the Housing Authority’s Customer Contact Center by: providing supervision, progressive technical assistance and training of contact center support staff and assisting with quality control, review, and expediting of work in the center. Supports Managers in planning work for subordinate staff and preparing information and reports related to departmental functions and measurement of departmental effectiveness; ensures program compliance while also acting as a depar... more details

SIGN-ON Bonus: HACLA is excited to announce that this position qualifies for a one-time sign-on, Non-PERSable Bonus of $4,000.00 for the selected candidate who commences full-time permanent employment with HACLA between January 1, 2024, through June 30, 2024, and have continuous permanent employment with HACLA through the date of payment in December 2024.

Please go to http://www.hacla.org/careers for details of this position and to apply

Characteristics of the Class: Under general direction, supports the Housing Authority’s Customer Contact Center by: providing supervision, progressive technical assistance and training of contact center support staff and assisting with quality control, review, and expediting of work in the center. Supports Managers in planning work for subordinate staff and preparing information and reports related to departmental functions and measurement of departmental effectiveness; ensures program compliance while also acting as a department representative when addressing and responding to customer complaints and providing resolutions.

Supports Managers in preparing information and reports related to departmental functions and measurement of departmental effectiveness, and make recommendations regarding planning of work for subordinate staff.
Supervises support staff and assist in the operational activities and schedules of the customer contact center; monitors and evaluate the performance of staff to ensure prompt, knowledgeable, and courteous service, administers discipline as needed; and recommends personnel actions.
Audits unit's work product to assure quality compliance standards are met; perform quality control reviews and review work of subordinate staff.
Perform research, analysis, and provides resolutions for a variety of difficult and complex customer complaints, problems, and questions received; address and resolve the more complex and/or escalated customer complaints and concerns referred by subordinate staff.
Reviews, analyzes, and interprets all applicable rules, regulations, guidelines, policies and procedures to ensure program compliance, and recommends changes as needed.
Prepares reports and maintain up-to-date procedural manuals and files; and disseminates information to subordinate staff in a timely manner.
Develops, delivers, and/or monitors the training of subordinate staff, and provides ongoing training and feedback to ensure compliance with policies and procedures.
Communicates with customers to resolve a variety of service problems.
Performs other job related essential functions as assigned.

Knowledge, Skills and Abilities:
Must have a strong understanding and knowledge in the following areas: principles and practices of public administration and organization; HUD guidelines and Housing Authority rules, regulations, policies and procedures; statistical and research methods; and office automation and software applications (e.g. Yardi, Elite, OnBase, MS Word, Excel, Access and PowerPoint). Must be able to prepare clear, concise, accurate, complete and logical reports; conduct analytical studies and surveys; work independently and confidentially with discretion; interpret, apply, and explain policies, procedures, rules, regulations, laws and cases; analyze situations accurately and recommend effective course of action. Must be able to supervise, motivate, train, and provide direction to subordinate staff; maintain composure when dealing with customers in stressful situations; effectively address and resolve issues of concern in a tactful and courteous manner; provide a positive customer service experience by anticipating customer traffic and taking corrective actions when necessary; improve the efficiency of current processes through research, study and analysis; properly use existing and new technologies; communicate effectively in English, both orally and in writing; build and maintain positive working relationships.

Minimum Requirements:

Education: Bachelor's Degree from an accredited college or university, preferably in Public Administration, Business, or a related field; and

Experience: Two years of experience in a responsible administrative or professional capacity in a public entity or call center setting providing social service programs to low-income people in fields such as public housing, social welfare, public health, employment service, counseling, vocational guidance, or a related field

Special Requirements: Must possess a valid California Class "C" Driver's License.

EXAMINATION:

Applications will be reviewed for relevant experience, education and training. Applications must be detailed and complete for proper evaluation. Resumes may be included but may not be submitted in lieu of application content. Only the most qualified applicants will be invited to the examination process, which may include any combination of oral, written and/or performance examination. Applicants must pass each phase of the examination process with a rate of 80% or higher to be placed on the eligible "Certified Hiring List". Generation of a Certified Hiring List does not mean that there are any vacant and available positions at this time. The Certified List will be available for not less than 6 consecutive calendar months.

THE EXAMINATION FOR THIS POSITION WILL OCCUR ON THURSDAY, MAY 30, 2024. If you are invited to the examination process, you will receive an email from careers@hacla.org NO LATER THAN THURSDAY, MAY 23, 2024. This will be your only notice. There will be no changes to the date of the examination.

REFERRAL PROCESS: Only applicants who have been placed on the eligible certified hiring list will be considered for job openings. Placement on the eligibility list is neither a guarantee of employment, nor is it an implied promise of work. All applicants referred from an eligibility list for selection interview(s) will be considered for the position; however, only the best-qualified applicant(s) may be selected.

SELECTION PROCEDURE: Applications will be reviewed for relevant experience, education and training. The application must be detailed and complete for proper evaluation.

HIRING INFORMATION:
All job offers are contingent upon successful completion of a pre-employment evaluation, which includes: a post-offer medical examination (includes drug and alcohol screening), criminal records check, employment history and education verification, and documentation of the right to work in the United States.

Candidates will start at step 1 of an eight-step salary range unless there are special exceptions in accordance with the Personnel Rules.

DISABILITY ACCOMMODATION:
Testing Accommodations: If you require an accommodation due to a physical, mental or learning disability, please call (213) 252-5400 for special assistance. Special testing accommodations may be arranged if verification of the disability is provided by a physician, rehabilitation counselor, or other authority.

Candidates who require a reasonable accommodation in any portion of the selection process should state their need in writing when submitting an application.

We are an Equal Opportunity/Affirmative Action Employer.

NOTE: The provisions of this announcement do not constitute an expressed or implied contract and any provisions contained in this announcement may be modified or revoked without notice.

As a condition of new and continued employment, employees in this classification must participate in mandatory direct deposit of payroll.

Pursuant to the Housing Authority of the City of Los Angeles' Conflict of Interest Policy, new and existing employees are required to refrain from participating in activities, employment or enterprises, which are in conflict with public interest and/or with his or her duties as an employee of the Authority. A copy of the Conflict of Interest Policy may be obtained by by visiting our website at:

http://www.hacla.org/Portals/0/Attachments/Others/ConflictofInterestPolicy.pdf

Please call NeoGov Toll-Free Applicant Support telephone line (855) 524-5627 if you forget your password, have application login problems or get an error message during the application process.

Search Terms: Relations, Quality Control, Supervisor, Support Staff, Customer

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