Member Services Center Supervisor: Elevating Support

Illinois Municipal Retirement Fund (IMRF); Oak Brook (IL); On-site; USD 83,000 - 91,000; Full time

Benefits offered by this job

Pension benefits

Medical and dental insurance

35-hour work week

Paid vacation and holidays

Tuition reimbursement

Business casual attire

Job summary

IMRF is seeking a Supervisor for the Member Services Contact Center in Illinois. Lead a team including Contact Center Representatives, Senior Representatives, and Analysts to deliver exceptional member service across phone, email, chat, and IVR.

You will train staff, develop procedures, monitor performance, and collaborate with the Member Services Manager to achieve service levels and continuous improvement. A Bachelor’s degree or equivalent with relevant experience is required.

Qualifications

• Bachelor's degree (BA or BS) from four-year College or university AND two years related experience. Business-related major preferred.
• OR: Associates degree or 60 college credits AND four years of customer service or supervisory experience. Business-related major preferred.
• Must have performance history of meeting/exceeding performance standards.
• Must have strong customer service skills; must be detail oriented; must have strong organizational skills.

Responsibilities

• Supervises staff to respond to members in an effective, efficient, courteous, and accurate manner.
• Oversee training to expedite new staff productivity and maintain competency of experienced staff.
• Develop and revise department operating procedures; resolve internal and cross-department problems.
• Monitor performance against standards; adjust resources to meet call volume and service goals.
• Prepare reports and provide performance metrics to management.

Skills

Leadership

Customer service

Communication

Staff coaching

Education

Bachelor's degree or equivalent

Associates degree + 4 years experience

Job description

IMRF is seeking a Supervisor for the Member Services Contact Center in Illinois. Lead a team including Contact Center Representatives, Senior Representatives, and Analysts to deliver exceptional member service across phone, email, chat, and IVR.

You will train staff, develop procedures, monitor performance, and collaborate with the Member Services Manager to achieve service levels and continuous improvement. A Bachelor’s degree or equivalent with relevant experience is required.