Contact Center Manager

About the role

The Contact Center Manager role leads a team of 15 to 20 counselors to achieve our objectives consistently by coordinating work activities, providing oversight and direction, and monitoring the team’s performance.

Responsibilities

• Serves as a backup to the Contact Center Director.
• Assigns, supervises, and evaluates the work of Telephone Counselors.
• Makes input on hiring, monitors, evaluates, motivates, and rewards staff.
• Maintains accurate documentation and records of employee discussions.
• Reviews and ensures accuracy of employee timesheets.
• Writes and delivers annual performance reviews.
• Advises on goal setting, professional development, and growth potential.
• Compiles data and prepares detailed reports on contact center operations.
• Maintains queues and statistics to meet performance expectations.
• Recommends and executes operational improvements.
• Resolves telephone inquiries, complaints, and elevated calls.
• Aids in researching and implementing new technologies and industry practices.
• Helps establish and maintain methods to measure and monitor department performance.

Requirements

• Seven (7) years of full-time directly related, progressively responsible experience in a call center, contact center, customer service representative position, other customer service-related experience involving interpreting, applying, and communicating complex laws, regulations, and policies or related experience.
• Three (3) years of experience coordinating, leading, or supervising the work of others.
• Navigating and using computer systems and applications, such as Microsoft Office and virtual meeting software.

Qualifications

• Bachelor’s degree from an accredited college or university.
• High school diploma or equivalent, and additional full-time experience in a call center, contact center, banking, accounting, claims processing, benefit processing, or other customer service related experience involving interpreting, applying, and communicating complex laws, regulations, and policies may substitute for the required education on an equivalent year-for-year basis.
• One (1) year of experience supervising a complex call center.
• Experience implementing a quality assurance monitoring program.
• Knowledge of TRS benefit programs, rules, policies, procedures, and systems.
• Experience providing in-person customer service in financial services, pension benefits, or health insurance.
• Experience with claims processing or benefits processing.
• Bilingual in English and Spanish.
• Knowledge of Contact center practices, systems, and equipment.
• Customer service principles, practices, technology, and issues.
• Quality assurance monitoring programs.
• Pension benefits and TRS laws, rules, policies, and procedures.
• General health insurance terminology and definitions.

Skills

• Managing, organizing, and motivating staff.
• Navigating systems and applications in a Microsoft Windows environment.
• Interpreting and applying complex laws, regulations, policies, and procedures.
• Planning and prioritizing work assignments to manage a high-volume workload in a fast-paced environment.
• Analyzing problems and devising effective solutions.
• Effective written and verbal communication.
• Providing exceptional customer service.
• Handling escalated issues and de-escalating calls.

Benefits

Recognized as a Top Place to Work for multiple years, TRS offers a welcoming environment that fosters employee growth and development.

Pay

$89,286.00 - $111,608.00, Annual Salary

Schedule

Regular Full-Time (URF)