Contact Center Supervisor

Teachers Retirement System of Illinois; United States; On-site; USD 87,000 - 136,000; Full time

Job summary

Teachers’ Retirement System of Illinois seeks a Contact Center Supervisor to lead daily operations, guide staff in resolving member inquiries, and monitor performance metrics to drive service quality. The role requires strong coaching, change management, and expertise in pension administration.

The position emphasizes training, collaboration with multiple departments, and a thorough understanding of TRS policies to ensure accurate information sharing and member satisfaction.

Qualifications

• Bachelor’s degree in business administration, Communications, Education, or related field, or four (4) years of progressive experience in lieu of 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.

Responsibilities

• Supervise and coordinate daily activities of Contact Center staff to ensure efficient operations and member-focused service.
• Provide guidance on complex member inquiries, benefits questions, procedures, and effective member communication.
• Monitor performance metrics (call volume, wait times, abandonment, productivity, satisfaction) and identify improvements.
• Coach staff and address errors or service concerns; provide follow-up.
• Address member complaints and escalate issues collaboratively for resolutions.
• Lead in employee performance management including evaluations and corrective action as needed.
• Identify training needs and assist with or conduct training.
• Participate in staff huddles and communications to share updates and expectations.
• Assist in developing contact center procedures, standard responses, talking points, and resources for consistency.
• Maintain knowledge of TRS statutes, rules, policies, and retirement options to support staff and members.

Skills

Judgment

Coaching

Time management

Customer service

Call Center Software (IVR)

AI tools & automation

Change management

Education

Bachelor’s degree in business administration

Tools

Call Center Software (IVR)

AI automation tools

Job description

It is inspiring to work in an organization where individuals are deeply committed to the mission and values that drive our success. We are dedicated to delivering expert pension service to Illinois public educators as they earn their promised retirement security. 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. The regular work schedule for this position is 9:0 a.m. to 5:0 p.m. During the initial training period, hours will be 8:30 a.m. to 4:30 p.m., transitioning to the regular schedule upon completion of training.

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.
• 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.

Pay and Compensation

For Illinois job seekers: Pay Range $87,015.00 - $135,743.00 Compensation will be determined based on the qualifications and experience of each candidate.

Benefits

TRS is an agency of the State of Illinois. As such, full and part-time employees are eligible for the State of Illinois comprehensive benefits program which includes medical, dental and vision coverage. All employees participate in the TRS retirement pension plan and have the option to contribute to additional State of Illinois deferred compensation plans. The TRS pension plan is a reciprocal system to other state and local pension plans (SERS, SURS, IMRF, etc.) The Teachers’ Retirement System of the State of Illinois (TRS) is one of the largest pension systems in the United States. We provide retirement, disability and survivor benefits to teachers, administrators and other public-school personnel employed outside the city of Chicago. The System serves over 462,000 members and had assets of $83.7 billion as of February 28, 2026. TRS is governed by a 15-member Board of Trustees.