Contact Center Supervisor

State of Illinois • Springfield, WA

5d

About The Position

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. Reporting to the Contact Center Manager, the Supervisor supports employee performance, service quality, operational effectiveness, training, and continuous improvement. The role monitors contact center activity 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 when training is complete. Limited travel may be required. The position is based at the TRS headquarters listed in Springfield, Illinois; the posting also identifies DuPage County as the work county.

TRS serves more than 456,000 members and manages an investment portfolio for their benefit. The agency provides retirement, disability, and survivor benefits to teachers, administrators, and other public-school personnel employed outside the city of Chicago.

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 implement AI tools and automations.
• Understanding of change management for new systems and guiding users through online platforms.

Nice To Haves

• Experience as a team lead or in a 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.
• Provide staff with guidance 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.
• Lead employee performance management by setting expectations, providing feedback and coaching, conducting performance evaluations, and recommending or administering corrective action as appropriate.
• Identify training and professional development needs with the Benefits Education Instructor and Contact Center Manager, and assist with or conduct training as needed.
• Participate in staff huddles and other communications to identify operational, member, and employee concerns and communicate relevant updates and expectations.
• Help develop and maintain procedures, standardized responses, talking points, correspondence, forms, and other resources for consistent and accurate member communications.
• 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 implementing technology, software, automation, and other tools to improve workflows, staff efficiency, and the member experience.
• Perform other duties as required or assigned.

Benefits

• Eligible employees receive access to the State of Illinois comprehensive benefits program, including medical, dental, and vision coverage.
• Employees hired after August 17, 2001 participate in the TRS retirement pension plan.
• Employees may contribute to additional State of Illinois deferred compensation plans.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager