Contact Center Supervisor

Member Services Contact Center Supervisor

Primary responsibility is to supervise staff in the Member Services Contact Center. Direct reports include Contact Center Representatives; Senior Contact Center Representatives and Analysts which are responsible for providing customer service and support to members via all omni-channel methods (phone, written, email, online chat, Interactive Voice Response (IVR), etc.), necessary follow-up, and administrative duties.

Essential Duties and Responsibilities

• Supervises, trains, and communicates with staff to respond to members in an effective, efficient, courteous, and accurate manner in accordance with Article 7 and Article 20 of the Illinois Pension Code, IMRF's administrative policies and customer service goals.
• Oversee and/or arrange for the necessary new and on-going procedure training to expedite new staff employees becoming productive; and to maintain a high level of competency in the experienced staff.
• Collaborate with staff and the Member Services Manager to develop department and unit operating procedures, monitor and revise department processes. Resolve operating problems within the department and between departments at IMRF.
• Direct and evaluate staff to ensure compliance with Member Services Unit Standards and IMRF policies and procedures including, but not limited to, total ACD coverage, ACD Log-On adherence and other key department measures necessary for achieving efficient customer service levels. When necessary, react to changes in anticipated call volumes by reallocating Contact Center resources.
• Maintain individual and unit performance information and utilize to complete performance appraisals on each direct report. Make recommendations to the Member Services Manager concerning merit increases and promotions.
• Assist department manager with information and performance-related metrics derived from the call accounting system and other resources (IVR, Call Back Assist, Member Access, email, online chat, etc.) to maintain and improve customer service.
• Attend, participate in, and contribute to meetings such as Business Modernization, Publications previews, and other meetings, to provide insight and factual data that can influence how, why and when members and beneficiaries contact IMRF.
• Support the achievement of IMRF's Journey of Excellence, Vision and Strategic Objectives.
• Communicate effectively with Member Services Manager to provide information as to volume/type of calls, problems encountered or perceived as problems by callers as well as from users of Member Access, IVR, Call Back Assist, and other automated services and efficiency of the service area. Communicates new ideas, developmental needs to manager for improvement in customer service.
• Coordinate information to be disseminated to Member Contact Center staff due to participation in Communications meetings and other meetings.
• Act as liaison between Member Contact Center, Member Education Services Supervisor and other retirement fund departments by sharing best practices and facilitate Inter-Departmental Knowledge Sharing.
• Assist manager in establishing and evaluating standards of service expected, and other department goals and activities.
• Prepare reports, memos, and related correspondence as necessary to the operation of the Member Services Contact Center.
• Develop or update Action and Engagement Plans for the Contact Center, leveraging Core Competencies.
• Participates in IMRF presentations and other functions as requested.
• Provide excellent, high quality, customer service to members and annuitants
• Communicate effectively and efficiently with active and inactive members and annuitants. Answer customer questions, receive, analyze, and respond to customer requests, and provide information
• Research and resolve problems. Investigate and assist in the correction of errors
• Respond to Customer Feedback concerning all issues relative to IMRF
• Provide written responses to members' requests for information when necessary; other correspondence and forms as requested
• Maintain current, accurate knowledge of IMRF legislation, policies, and procedures.
• Maintain current knowledge of the operation of all other departments in IMRF
• Special projects and other related duties when assigned
• Communicate new ideas, developmental needs to manager for improvement in customer service.
• Other duties may be assigned.

Supervisory Responsibilities

Supervises employees in the Member Services Contact Center. Is responsible for the overall direction, coordination, and evaluation of this unit. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience

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. Must have the ability to maintain a professional demeanor in working with confidential medical issues and information.

Salary and Benefits

The expected annual salary range for this role is $83,002 - $91,302. Please note the salary information is a general guideline only. Salaries are based upon candidate skills, experience, and qualifications, as well as market and business considerations. The range listed is just one component of IMRF's total compensation package for employees.

Other factors include the following benefits:

• Pension, death, and disability benefits as a member of IMRF
• Generous insurance benefits, including medical and dental
• 35-hour base work week, Monday-Friday
• Paid vacation, paid sick, 12-13 paid holidays and 2 personal days
• Tuition reimbursement
• Business casual attire