Information Center Assistant Supervisor
About The Position
At PSRS/PEERS, we are looking for a dedicated and driven Information Center Assistant Supervisor to join our Member Services Call Center. This is more than just a job—it’s an opportunity to lead a team that provides essential guidance to educators and education employees across the state, helping them navigate one of the most important aspects of their lives— their retirement security. In this role, you won’t just manage processes—you’ll inspire people. You’ll work side by side with the Information Center Supervisor to ensure smooth daily operations, maintain exceptional service standards, and foster a culture of collaboration and excellence. Your leadership will empower a team of skilled professionals to deliver accurate, timely, and compassionate support to our members. You’ll also take on complex inquiries yourself, providing expert advice on retirement benefits, assisting with seminar registrations, and helping members navigate our online tools. Every interaction you oversee, or handle will make a real impact on someone’s future. As the Information Center Assistant Supervisor, you will be at the heart of our Member Services operations. Your primary responsibility is to ensure that our call center runs efficiently and effectively, delivering exceptional service to every member. You will assist the Information Center Supervisor in managing day-to-day activities, including monitoring call volumes, setting priorities, and ensuring staff coverage. You’ll take ownership of scheduling, workflow coordination, and adherence to established policies, while also identifying opportunities to improve processes and enhance the member experience. Leadership is a key component of this role. You will mentor and coach team members, provide constructive feedback, and support their professional growth. Your ability to foster a positive and collaborative environment will help maintain high morale and productivity. In addition to supervisory duties, you will handle escalated and complex inquiries, requiring a deep understanding of retirement benefits and system processes. You’ll guide members through critical decisions, assist with seminar and counseling registrations, and troubleshoot issues related to our website and online member portal. This role is ideal for someone who thrives in a fast-paced environment, enjoys problem-solving, and is passionate about delivering outstanding customer service. Your contributions will directly impact the satisfaction and confidence of thousands of Missouri educators planning for their future.
Requirements
- Bachelor’s degree in a business-related field
- At least two years of office experience
- Strong organizational skills
- Attention to detail
- Ability to manage multiple priorities in a fast-paced environment
- Proven leadership abilities, including experience in supervising, coaching, and developing staff
- Talent for fostering a positive and collaborative team culture
- Excellent communication skills—both written and verbal
- Proficiency with technology and comfort navigating online systems
Nice To Haves
- Two years of supervisory experience
- Familiarity with pension administration and call center operations
Responsibilities
- Assist the Information Center Supervisor in managing day-to-day activities, including monitoring call volumes, setting priorities, and ensuring staff coverage.
- Take ownership of scheduling, workflow coordination, and adherence to established policies
- Identify opportunities to improve processes and enhance the member experience.
- Mentor and coach team members, provide constructive feedback, and support their professional growth.
- Handle escalated and complex inquiries, requiring a deep understanding of retirement benefits and system processes.
- Guide members through critical decisions, assist with seminar and counseling registrations, and troubleshoot issues related to our website and online member portal.
Benefits
- Flexible, employee-friendly work environment
- Opportunities to telecommute
- Healthy work-life balance
- Robust Health Savings Account (HSA)
- Vision and dental coverage
- Membership in a defined benefit pension plan that provides lifetime retirement benefits with just five years of vesting
- Three weeks of paid vacation and three weeks of sick leave annually, plus 12 paid holidays each year
- Tuition assistance
- Ongoing training and professional development opportunities
- Leadership development program
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
