Contact Center Manager

Teacher Retirement System of Texas (TRS)•Austin, TX

1d•$89,286 - $111,608•Onsite

About The Position

In the Pension Services Division, we cultivate connection with our more than 2 million valued members by striving for excellence through counseling and administering benefits for retirees, active members, and employers. It is our goal to ensure our members have personalized service for pension benefits every day. Joining our fast-paced team you’ll have the opportunity to create meaningful experiences by learning the ins and outs of our business alongside a committed and collaborative community. Through coaching and mentorship, you’ll gain the skills you need to achieve your career goals at TRS while earning member trust and making a positive impact in their lives. Join the Teacher Retirement System of Texas (TRS) and become part of a team dedicated to supporting Texas public education employees. We are seeking a passionate and skilled contact center leader committed to leading a team of retirement counselors who provide exceptional service to our members. Recognized as a Top Place to Work for multiple years, TRS offers a welcoming environment that fosters employee growth and development. If you are an energetic individual looking for career advancement, a comprehensive benefits package, and the opportunity to secure your retirement with a TRS pension, we invite you to join us and make a difference! The Contact Center Manager role leads a team of 15 to 20 counselors to achieve our objectives consistently by coordinating work activities, providing oversight and direction, and monitoring the team’s performance. This role may also serve as a backup to the Contact Center Director, as necessary. This position will proactively work with the Pension Services leadership team, department staff, agency employees, TRS members and TRS executive leadership while having strong leadership skills, the ability to create a fun work environment while achieving our objectives, strong communication skills, and be able to work in a fast-paced environment that can change quickly based on business need.

Requirements

Bachelor’s degree from an accredited college or university.
High school diploma or equivalent, and additional full-time experience in a call center, contact center, banking, accounting, claims processing, benefit processing, or other customer service related experience involving interpreting, applying, and communicating complex laws, regulations, and policies may substitute for the required education on an equivalent year-for-year basis.
Seven (7) years of full-time directly related, progressively responsible experience in a call center, contact center, customer service representative position, other customer service-related experience involving interpreting, applying, and communicating complex laws, regulations, and policies or related experience.
Three (3) years of experience coordinating, leading, or supervising the work of others.
Experience may be concurrent.
Navigating and using computer systems and applications, such as Microsoft Office and virtual meeting software.
A master's degree or doctoral degree in a closely related field may be substituted on an equivalent year-for-year basis.

Nice To Haves

One (1) year of experience supervising a complex call center.
Experience implementing a quality assurance monitoring program.
Knowledge of TRS benefit programs, rules, policies, procedures, and systems.
Experience providing in-person customer service in financial services, pension benefits, or health insurance.
Experience with claims processing or benefits processing.
Bilingual in English and Spanish.
Contact center practices, systems, and equipment.
Customer service principles, practices, technology, and issues.
Quality assurance monitoring programs.
Pension benefits and TRS laws, rules, policies, and procedures.
General health insurance terminology and definitions.
Managing, organizing, and motivating staff.
Navigating systems and applications in a Microsoft Windows environment.
Interpreting and applying complex laws, regulations, policies, and procedures.
Planning and prioritizing work assignments to manage a high-volume workload in a fast-paced environment.
Analyzing problems and devising effective solutions.
Effective written and verbal communication.
Providing exceptional customer service.
Handling escalated issues and de-escalating calls.
Travel (up to 10%), primarily within the state.
Establish and maintain harmonious internal and external working relationships.
Work cohesively as part of the leadership team.
Work overtime, weekends, or extended hours as needed to manage the team workload.

Responsibilities

May serve as a backup to the Contact Center Director.
Assigns, supervises, and evaluates the work of Telephone Counselors.
Provides input on hiring, monitoring, evaluating, motivating, and rewarding staff.
Monitors team performance, providing regular feedback, coaching, and training.
Maintains accurate documentation and records of employee discussions.
Reviews and ensures accuracy of employee timesheets.
Writes and delivers annual performance reviews.
Advises on goal setting, professional development, and growth potential.
Compiles data and prepares detailed reports on contact center operations.
Monitors queues and statistics to meet performance expectations.
Recommends and executes operational improvements.
Resolves telephone inquiries, complaints, and elevated calls.
Assists in researching and implementing new technologies and industry practices.
Helps establish and maintain methods to measure and monitor department performance.
Coordinates with the Contact Center Director to assess and manage staff performance.
Develops and executes career paths, performance appraisals, coaching, and training for staff development.
Performs root cause analysis to identify issues and determine solutions.
Provides coaching and development based on quality assurance assessments.
Participates in the formation and delivery of department presentations.
Assesses staff training needs and provides training, coaching, and technical assistance.
Collaborates with the Benefit Operation Support training team.
Serves as a subject matter expert, providing technical support and guidance.
Assists with walk-ins and office visits as needed.
Explains benefit options and presents general information on related benefit programs.
Researches and resolves escalated complaints and issues.
Leads or participates in special projects and committees.
Creates and leads educational presentations for Member Services staff.
Performs related work as assigned.