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 regarding TRS benefits and services. The Supervisor supports staff performance, service quality, operational effectiveness, training, and continuous improvement. The Supervisor monitors contact center activities and performance, helps address complex member inquiries and complaints, coaches and develops staff, and collaborates with other departments to ensure members receive accurate and consistent information. The role requires maintaining a thorough understanding of TRS statutes, rules, policies, and procedures to support staff and resolve member issues. The regular work schedule is 9:00 a.m. to 5:00 p.m. During initial training, the schedule is 8:30 a.m. to 4:30 p.m., transitioning to the regular schedule upon completion of 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 daily Contact Center staff activities to support efficient operations and accurate, consistent, member-focused service.
- Guide staff on complex member inquiries, benefit questions, procedures, and effective member communication.
- Monitor operational 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 ongoing 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 as needed.
- Participate in staff huddles and other communications to identify concerns and share relevant information, updates, and expectations.
- Help develop and maintain contact center procedures, standardized responses, talking points, correspondence, forms, and other member communication resources.
- Maintain current 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 implementation of 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
- Participation in the TRS retirement pension plan
- Option to contribute to additional State of Illinois deferred compensation plans
- The TRS pension plan is reciprocal with other state and local pension plans, including SERS, SURS, and IMRF.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
