Contact Center Supervisor
About The Position
Under the direction of the Contact Center Manager, the Contact Center Supervisor provides day-to-day leadership and oversight of Contact Center staff who respond to member and annuitant inquiries about TRS benefits and services. The Supervisor supports staff performance, service quality, operational effectiveness, training, and continuous improvement. The role monitors contact center activities and performance, assists with complex inquiries and complaints, coaches and develops staff, and works with other departments to help ensure members receive accurate and consistent information. It requires maintaining a thorough understanding of TRS statutes, rules, policies, and procedures to support staff and resolve member issues. The regular schedule is 9:00 a.m. to 5:00 p.m., Monday through Friday. During the initial training period, the schedule is 8:30 a.m. to 4:30 p.m., transitioning to the regular schedule after training. Limited travel may be required.
Requirements
- Bachelor’s degree in business administration, communications, education, or a related field, or four years of progressive experience in lieu of a degree.
- Five years of experience in public pension fund member services or pension administration, or five years of experience in a call center or contact center setting.
- Excellent judgment and decision-making skills.
- Ability to coach effectively and deliver constructive feedback.
- Ability to instill commitment to organizational goals.
- Time management and prioritization skills.
- Customer service skills.
- Proficiency with call center software (IVR) implementation.
- Ability to use AI tools and automations.
- Understanding of change management for new systems and ability to guide users through online platforms.
Nice To Haves
- Experience in a team lead or senior role.
- Experience in a public pension plan.
Responsibilities
- Supervise and coordinate the daily activities of Contact Center staff to support efficient operations and accurate, consistent, member-focused service.
- Guide staff on complex member inquiries, benefit questions, procedures, and effective communication with members.
- Monitor contact center metrics, including call volume, wait times, abandonment rates, productivity, and member satisfaction; identify trends and recommend improvements.
- Monitor the quality and accuracy of member communications, identify errors or service concerns, and provide coaching and follow-up.
- Address and resolve member complaints and escalated issues, collaborating with other departments as needed.
- Set performance expectations, provide feedback and coaching, conduct performance evaluations, and recommend or administer corrective action as appropriate.
- Identify staff training and professional development needs with the Benefits Education Instructor and Contact Center Manager; assist with or conduct training.
- Participate in staff huddles and other communications to surface concerns and communicate relevant information, updates, and expectations.
- Assist in developing and maintaining contact center procedures, standardized responses, talking points, correspondence, forms, and other member communication resources.
- Maintain knowledge of TRS statutes, administrative rules, policies, procedures, retirement options, benefits, and applicable health insurance programs.
- Collaborate with the Contact Center Manager, Benefits Counseling Manager, Lisle Office Manager, and other departments to anticipate member needs, address emerging issues, and support operations.
- Assist with implementing technology, software, automation, and other tools to improve workflows, staff efficiency, and the member experience.
- Perform other duties as required or assigned.
Benefits
- Medical coverage
- Dental coverage
- Vision coverage
- TRS retirement pension plan for employees hired after August 17, 2001
- Option to contribute to additional State of Illinois deferred compensation plans
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What This Job Offers
Job Type
Full-time
Career Level
Manager
