It's fun to work in a company where people truly BELIEVE in what they're doing!

We're committed to bringing passion and customer focus to the business.

Job Description

Provides direct supervision typically to professionals or skilled technical employees at the entry or intermediate level. Functions as advisor to unit and division and sets goals and objectives for team members for achievement of operational results. Analyzes and resolves problems through drawing from prior experiences. Interprets policies (e.g., fiscal management, HR, contracts and grants, resource management in defined areas) and demonstrates solid subject matter knowledge. Exercises judgment within defined procedures and policies to determine appropriate action. Supervises staff to assure accountability and stewardship of Agency resources (operational, financial, and human) in compliance with divisional and Agency goals and objectives

Key Responsibilities

Leadership & Team Management

• Lead, mentor, and develop a team of solution center representatives to achieve performance and quality goals.
• Foster a positive, inclusive, and high-performance work environment focused on accountability and continuous improvement.
• Conduct regular performance evaluations, coaching sessions, and career development planning.
• Build leadership capabilities within the team and support succession planning initiatives.
• Build divisional teamwork within the communications and operations division and across other Agency divisions

Operations Management

• Oversee day-to-day solution center operations to ensure service levels, productivity, and quality standards are consistently met.
• Monitor and manage key performance indicators (KPIs) such as service level, average handle time (AHT), first call resolution (FCR), and customer satisfaction (CSAT).
• Partner with workforce management to ensure accurate forecasting, scheduling, and staffing optimization.
• Identify operational challenges and implement process improvements to enhance efficiency.
• Work with IT to ensure supporting software and equipment are meeting the solution center requirements

Strategic Planning & Execution

• Develop and execute solution center strategies aligned with Agency objectives and customer experience goals.
• Collaborate with cross-functional teams to support business initiatives and improve service delivery.
• Manage budgets, resources, and cost-control measures while maintaining service excellence.
• Utilize data and analytics to drive decision-making and continuous improvement.

Customer Experience & Quality Assurance

• Ensure delivery of consistent, high-quality customer interactions across all channels.
• Implement and maintain quality assurance programs and feedback mechanisms.
• Address escalated customer concerns and identify root causes to prevent recurrence.
• Promote a customer-first culture throughout the organization.

Change Management & Innovation

• Lead change initiatives including new systems, tools, and process enhancements.
• Communicate effectively with teams to ensure smooth transitions and adoption of new practices.
• Identify and implement technology solutions to improve efficiency and customer experience.

Compliance & Risk Management

• Ensure adherence to company policies, industry regulations, and data security standards.
• Monitor operations for compliance risks and implement corrective actions as needed

Qualifications

• Bachelor’s degree in Business, Management, or related field (or equivalent experience).
• 5-7 years of contact center leadership experience, including managing supervisors or team leads.
• Proven ability to drive performance through coaching, analytics, and process improvement.
• Strong leadership, communication, and interpersonal skills.
• Experience with contact center technologies, workforce management tools, and CRM systems.
• Ability to analyze data and translate insights into actionable strategies.

What Success Looks Like

• High employee engagement and low attrition within the solution center team.
• Consistent achievement or exceeding of service level and quality targets.
• Measurable improvements in customer satisfaction and operational efficiency.
• Strong partnership with other Agency divisions to achieve the common Agency mission

Location: Harrisburg, PA

Hybrid schedule-physical in-office is required 3 days

Qualifications

Bachelor of Science - Business Administration/Management, Equivalent relevant experience (5-7 years)

Experience

Equivalent relevant experience (5-7 years)

EEO Statement

As an employer, PHFA is committed to having a workforce that is diverse and reflects the residents that it serves. We strive to maintain a workplace where all employees and applicants for employment receive equal opportunities in all aspects of employment. There are numerous policies in place at PHFA to help us honor this commitment.

The Pennsylvania Housing Finance Agency is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, disability, family status, gender, national origin, political affiliation, race or religion.

Diversity Statement

PHFA values, honors and commits to the equitable treatment and elimination of discrimination in all forms. We are committed to the diversity of all staff, and in all programs and services offered.