Supervisor - Onsite (CHA) (25883)

Job Title: Supervisor 
Reports To: Project Manager 
Location: Onsite, Chicago Housing Authority (West Office) 
FLSA Classification: Full Time, Salary, Exempt   

Customer Service & Office Workflow Supervisor 

AMA is seeking a professional, customer focused Supervisor to oversee daily onsite office operations and serve as the primary point of contact for program participants, landlords, and visitors. This onsite role supports AMA staff, assists customers, resolves issues, and ensures smooth, consistent office operations. The ideal candidate is detail oriented, solutions driven, and skilled in managing workflow and delivering exceptional customer service within affordable housing programs. As the first point of contact, the Supervisor sets the tone for the customer experience, upholds AMA’s standards of professionalism, and ensures efficient service delivery across the Housing Choice Voucher (HCV) program. 

Key Responsibilities 

Frontline Representation & Customer Interaction 

• Serve as the primary onsite representative of AMA, acting as the first point of contact for program participants, landlords, and visitors. 

• Ensure every customer is greeted, supported, and served with professionalism, courtesy, and respect. 

• Model AMA’s commitment to service excellence by maintaining a calm, solutions oriented approach in all interactions. 

• Provide clear, accurate, and compassionate assistance to help customers navigate program processes. 

Customer Issue Resolution & Escalation 

• Function as the first point of escalation for customer concerns, inquiries, or complex situations. 

• Apply strong de escalation skills and sound judgment to manage sensitive or escalating scenarios. 

• Remove operational or workflow bottlenecks that delay customer service or case completion. 

• Ensure timely follow up and closure of all customer issues. 

Office Operations & Workflow Oversight 

• Oversee daily onsite office operations to maintain an organized, efficient, and customer friendly environment. 

• Monitor work queues, deadlines, and workflow progress to ensure timely processing of customer needs. 

• Uphold operational procedures, documentation standards, and regulatory requirements across the HCV program. 

• Maintain office readiness, including front desk oversight, customer flow management, and service area organization. 

Compliance, Quality, & Stakeholder Support 

• Ensure adherence to program regulations, policy guidelines, and internal quality standards. 

• Coordinate closely with AMA leadership to identify risks, escalate concerns, and ensure accountability to service requirements. 

• Serve as a trusted partner to client representatives and sub client stakeholders by supporting communication, resolving issues, and maintaining transparency. 

• Document relevant case details, escalations, and operational challenges accurately and timely. 

Performance Management 

• Provide guidance, training, and mentorship to program staff, fostering professional growth and high performance 

• Recognize team contributions, celebrate successes, and build a positive work environment that motivates and retains top talent. 

• Monitor quality control, oversee data integrity, and ensure timely completion  

• Timecard Management 

Education & Experience  

• Bachelor’s degree in Business Administration, Public Administration, Housing Management, or related field, preferred.  

• 1 years of experience in the Housing Choice Voucher Program (HCVP) required. 

• 2 years of supervisory experience in the affordable housing industry required. 

• Certification in the Housing Choice Voucher Program (HCVP) preferred. 

Skills  

• Industry Expertise: In depth knowledge of affordable housing regulations, tenant/landlord laws, and program guidelines (HUD, LIHTC).  

• Strong Communication: Exceptional interpersonal and conflict resolution skills to navigate complex situations and foster collaboration.  

• Analytical Mindset: A knack for evaluating data, identifying risks, and ensuring quality control.  

• Emotional Intelligence: Empathy, active listening, and cultural competency to effectively manage diverse teams and client interactions.  

• Resilience: The ability to thrive in a high call volume, fast paced environment while meeting deadlines and maintaining performance standards.  

• Tech Proficiency: Advanced skills in Microsoft Office Suite and housing program software.  

• Coaching Skills: Experience in mentoring and developing staff to achieve their full potential. 

Travel Requirement  

• Travel 0 to 10%: If the project requires. 

Core Values Alignment 

Every role requires Core Values alignment to find success at AMA Consulting Group. 

Integrity • Highest ethical standards in all our actions • Building a foundation of trust with our clients and our team • Demonstrating reliability and Credibility in every aspect of our work • Maintaining honesty and trust 

Ownership • Taking responsibility and accountability for our actions • Being custodians of our collective success with care and determination • Recommitting to our goals and responsibilities with every challenge 

Results Driven • Making empowered decisions that drive positive impactful solutions. • Keeping the success of our clients as the primary goal • Stretching the limitations of what is possible. 

Service Excellence • Striving to exceed expectations in every interaction. • Going the extra mile by choice, not obligation • Creating positive lasting impressions and meaningful outcomes 

Equal Employment Opportunity Statement 

AMA Consulting Group is an Equal Employment Opportunity employer. We are committed to providing a work environment free from discrimination and harassment. We ensure equal opportunity for all applicants and employees regardless of race, color, religion, sex, national origin, age, disability, or genetic information.  

If you require accommodation to apply for a position, please contact our HR department at humanresources@amaconsultinggroup.com.  

Please note that this job description isn't intended to cover every task or responsibility that might arise. Additional duties may be assigned as needed to support the evolving needs of the organization.  

Salary : $53,000 - $58,500