Contact Center Supervisor

About the role

The Contact Center Supervisor leads the day-to-day operations of the Contact Center staff who respond to member and annuitant inquiries about TRS benefits and services. The position reports to the Contact Center Manager and works in Springfield, Illinois, with a regular schedule of 9:00 am to 5:00 pm Monday to Friday.

Key responsibilities

• Supervise and coordinate the daily activities of Contact Center staff, ensuring efficient operations and accurate, consistent, member-focused service.
• Act as a daily resource for staff, guiding them on complex member inquiries, benefit questions, procedures and effective communication with members.
• Monitor contact center performance and operational metrics such as call volume, wait times, abandonment rates, productivity and member satisfaction, identify trends and recommend improvements.
• Support staff performance, service quality, operational effectiveness, training and continuous improvement.
• Assist with complex member inquiries and complaints, coach and develop staff, and work with other departments so that members receive accurate and consistent information.
• Maintain a thorough understanding of TRS statutes, rules, policies and procedures and apply that knowledge to support staff and resolve member issues.

What we offer

• Salary of $87,015 to $135,743 for a full-time salaried position.
• Eligibility for the State of Illinois comprehensive benefits program, including medical, dental and vision coverage.
• Participation in the TRS retirement pension plan for employees hired after August 17, 2001.
• Option to contribute to additional State of Illinois deferred compensation plans.

To apply, candidates should visit the Teachers' Retirement System careers page; the posting states not to use the apply button on the listing itself.