Call Center Evaluation, Call Center Management, Call Center Operations, Call Centers, Coaching, Communication Skills, Data Collection, Documentation, Identify Issues, Leadership, Operational Improvement, Operational Support, People Management, Performance Analysis, Performance Management, Performance Reviews, Problem Solving Skills, Quality Assurance, Reporting Skills, Resolve Customer Issues, Root Cause Analysis, Set Goals, Staff Development, Staff Motivation, Staff Requirements, Staff Training, Statistics, Team Lead/Manager, Technical Support, Training/Teaching
Join the Teacher Retirement System of Texas (TRS) and become part of a team dedicated to supporting Texas public education employees. We are seeking a passionate and skilled contact center leader committed to leading a team of retirement counselors who provide exceptional service to our members.
Recognized as a Top Place to Work for multiple years, TRS offers a welcoming environment that fosters employee growth and development. If you are an energetic individual looking for career advancement, a comprehensive benefits package, and the opportunity to secure your retirement with a TRS pension, we invite you to join us and make a difference!
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. This role may also serve as a backup to the Contact Center Director, as necessary. This position will proactively work with the Pension Services leadership team, department staff, agency employees, TRS members and TRS executive leadership while having strong leadership skills, the ability to create a fun work environment while achieving our objectives, strong communication skills, and be able to work in a fast-paced environment that can change quickly based on business need.
WHAT YOU WILL DO:
Department Management
- May serve as a backup to the Contact Center Director.
- Assigns, supervises, and evaluates the work of Telephone Counselors.
- Provides input on hiring, monitoring, evaluating, motivating, and rewarding staff.
- Monitors team performance, providing regular feedback, coaching, and training.
- 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.
- Monitors queues and statistics to meet performance expectations.
- Recommends and executes operational improvements.
- Resolves telephone inquiries, complaints, and elevated calls.
- Assists in researching and implementing new technologies and industry practices.
- Helps establish and maintain methods to measure and monitor department performance.
Program Administration
- Coordinates with the Contact Center Director to assess and manage staff performance.
- Develops and executes career paths, performance appraisals, coaching, and training for staff development.
- Performs root cause analysis to identify issues and determine solutions.
- Provides coaching and development based on quality assurance assessments.
- Participates in the formation and delivery of department presentations.
Training and Technical Assistance
- Assesses staff training needs and provides training, coaching, and technical assistance.
- Collaborates with the Benefit Operation Support training team.
- Serves as a subject matter expert, providing technical support and guidance.
- Assists with walk-ins and office visits as needed.
- Explains benefit options and presents general information on related benefit programs.
- Researches and resolves escalated complaints and issues.
- Leads or participates in special projects and committees.
- Creates and leads educational presentations for Member Services staff.
Performs related work as assigned.
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Teacher Retirement System of Texas