Contact Center Supervisor

Job Summary

Under the direction of the Contact Center Manager, the Contact Center Supervisor provides day-to-day leadership and oversight of Contact Center staff responsible for responding 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, assists with complex member inquiries and complaints, coaches and develops staff, and works collaboratively with other departments to ensure accurate and consistent information is provided to members. The position maintains a thorough understanding of TRS statutes, rules, policies, and procedures and applies that knowledge to support staff and resolve member issues.

Essential Functions

• Supervise and coordinate the daily activities of Contact Center staff, ensuring efficient operations and accurate, consistent, and member-focused service.
• Serve as a daily resource to staff by providing guidance on complex member inquiries, benefit questions, procedures, and effective communication with members.
• Monitor contact center 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 information provided to members through calls and other contact center communications; identify errors or service concerns and provide appropriate coaching and follow-up.
• Address and resolve member complaints and escalated issues, collaborating with other departments as necessary to facilitate appropriate resolutions.
• Provide leadership in employee performance management, including setting expectations, providing ongoing feedback and coaching, conducting performance evaluations, and recommending or administering corrective action as appropriate.
• Identify staff training and professional development needs in collaboration with the Benefits Education Instructor and Contact Center Manager; assist with or conduct training as needed.
• Participate in regular staff huddles and other communication activities to identify operational, member, and employee concerns and communicate relevant information, updates, and expectations to staff.

Essential Functions (Continued)

• Assist in developing and maintaining contact center procedures, standardized responses, talking points, correspondence, forms, and other resources to promote consistent and accurate member communications.
• Maintain current knowledge of TRS statutes, administrative rules, policies, procedures, retirement options, benefits, and applicable health insurance programs sufficient to effectively 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 effective contact center operations.
• Assist with the implementation of technology, software, automation, and other tools that improve contact center workflows, staff efficiency, and the member experience.
• Limited travel may be required
• Perform other duties as required or assigned.

Knowledge, Skills, and Abilities

• Demonstrates excellent judgment and decision-making skills
• Effectively coaches and delivers constructive feedback
• Instills commitment to organizational goals
• Demonstrates time management and priority skills
• Demonstrates customer service skills

• Proficiency with Call Center Software (IVR) Implementation
• Ability using AI tools and automations
• Possess an understanding of change management with new systems and guiding users through online platforms

Minimum Requirements

• Bachelor’s degree in business administration, Communications, Education, or a related field is required OR four (4) 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
• Experience as a team lead/senior role preferred
• Experience in a public pension plan preferred