Pension Contact Center Supervisor & Team Coach

Teachers' Retirement System of the State of Illinois; Lisle (IL); On-site; USD 87,000 - 136,000; Full time

Benefits offered by this job

Medical, dental and vision coverage

TRS retirement pension plan

Deferred compensation plans

Job summary

Teachers' Retirement System of the State of Illinois is seeking a Contact Center Supervisor to lead daily operations, coach staff, and resolve member inquiries about TRS benefits and services.

The role requires monitoring performance metrics, ensuring accurate communications, and coordinating with other departments to deliver consistent information to members. Training and process improvements are part of the role, with some travel may be required.

Qualifications

• Bachelor's degree or equivalent experience in a related field.
• Five years of experience in public pension fund member services or pension administration, or five years in a call center/ 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, benefit questions, and procedures.
• Monitor performance metrics (call volume, wait times, abandonment rates, productivity, satisfaction) and identify improvements.
• Coach staff and ensure accurate information is provided to members; address errors and service concerns.
• Manage escalations and collaborate with other departments for resolutions.

Skills

Customer service

Coaching/mentoring

Communication

Time management

IVR/CMS tools

AI automation tools

Change management

Education

Bachelor's degree in business administration, Communications, Education, or related field

Four years of progressive experience in lieu of a degree

Tools

IVR Call Center Software

AI automation tools

Job description

Teachers' Retirement System of the State of Illinois is seeking a Contact Center Supervisor to lead daily operations, coach staff, and resolve member inquiries about TRS benefits and services.

The role requires monitoring performance metrics, ensuring accurate communications, and coordinating with other departments to deliver consistent information to members. Training and process improvements are part of the role, with some travel may be required.