Pension Services Contact Center Lead

Teachers Retirement System of Illinois; United States; Presencial; USD 87.000 - 136.000; Jornada completa

Descripción de la vacante

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.

Formación

• 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.

Responsabilidades

• 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.

Conocimientos

Judgment

Coaching

Time management

Customer service

Call Center Software (IVR)

AI tools & automation

Change management

Educación

Bachelor’s degree in business administration

Herramientas

Call Center Software (IVR)

AI automation tools

Descripción del empleo

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.