Contact Center Supervisor

Teachers Retirement System of Illinois • Lisle, IL

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 staff performance, service quality, operational effectiveness, training, and continuous improvement. The role monitors contact center activity and performance, helps resolve complex inquiries and complaints, coaches and develops staff, and works with other departments to ensure members receive accurate and consistent information. It requires a thorough understanding of TRS statutes, rules, policies, and procedures.

The regular schedule is 9:00 a.m. to 5:00 p.m. During the initial training period, the schedule is 8:30 a.m. to 4:30 p.m.; it changes to the regular schedule when training is complete. Limited travel may be required. The position may also perform other duties as required or assigned.

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 when introducing new systems and guiding users through online platforms.

Nice To Haves

• Experience in a team lead or senior role.
• Experience with a public pension plan.

Responsibilities

• Supervise and coordinate Contact Center staff’s daily 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 performance and 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, working 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.
• Participate in staff huddles and other communications to identify operational, member, and employee concerns and relay relevant information, updates, and expectations.
• Help develop and maintain contact center procedures, standardized responses, talking points, correspondence, forms, and other resources.
• Maintain knowledge of TRS statutes, administrative rules, policies, procedures, retirement options, benefits, and applicable health insurance programs to support staff and members.
• 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; limited travel may be required.

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

What This Job Offers

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