What are the responsibilities and job description for the Contact Center Supervisor - Member Counseling (Remote) position at Virginia Retirement System?
Title: Contact Center Supervisor - Member Counseling (Remote)
Hiring Range: $77,200 - $85,500
Pay Band: UG
Agency: Virginia Retirement System
Location: Virginia Retirement System
Agency Website: www.varetire.org/careers
Recruitment Type: General Public - G
Job Duties
The Member Counseling Supervisor supervises the Member Counseling Team responsible for answering phone calls and responding to a variety of questions, inquiries, and requests related to advanced level pension and benefit information. The supervisor resolves complex escalated situations, and supervises, coaches, trains, and monitors the performance of Member Counseling team members. In addition, this position works to enhance the delivery of benefits and services provided by the agency to its customers.
Essential duties and responsibilities include but not limited to:
- Monitors the daily performance of team members, measuring performance relating to Adherence to Schedule, Call Length, Availability, Hold time, Wrap Up, and other metrics against specific criteria.
- Conducts regular performance reviews and appraisals with team members.
- Hires, leads, trains, and coaches team members as required, providing leadership, mentoring, and coaching for staff development and establishing and directing a culture of providing excellent customer service.
- Manages staff performance issues.
- Resolves complex issues for members, including managing escalations from staff and other departments.
- Assists the legal team with escalated data requests.
- Resolves escalated myVRS and IT Security/Fraud issues, conducting research and assisting other departments as required.
- Assists with OLA overrides.
- Conducts regular team and one-to-one meetings.
- Performs various other duties and participates in special projects as assigned.
- Participates in cross-hierarchal teams and contribute to improving services across agency lines.
Minimum Qualifications
High school diploma or Equivalent.
Four (4) years of contact center or high volume customer service experience or an equivalent combination of education and experience.
One (1) year of supervisory or team lead experience
- Proficiency in Microsoft Office. Ability to use office productivity software.
- Superior customer service skills, and strong active listening ability.
- Excellent verbal and written communication skills.
- Ability to consistently engage with diverse customer populations, and build rapport through professionalism, empathy, and confidence. Ability to manage multiple and changing priorities.
Preferred Qualifications:
Bachelor’s Degree in Business, Public Administration, or Liberal Arts.
Previous experience in finance or benefits administration.
Relevant certifications in Finance or Counseling (Certified Retirement Counselor (CRC), Pension Benefit Certification (InFRE, CEBS), and/or PHR).
Special Instructions:
You will be provided a confirmation of receipt when your application and/or résumé is submitted successfully. Please refer to “Your Application” in your account to check the status of your application for this position.
Mandatory training classes will take place virtually Monday through Friday, 8am – 5pm.
Contact Information:
Name: Human Resources
Phone: 804-869-8059
Email: careers@varetire.org
In support of the Commonwealth’s commitment to inclusion, we are encouraging individuals with disabilities to apply through the Commonwealth Alternative Hiring Process. To be considered for this opportunity, applicants will need to provide their Certificate of Disability (COD) provided by a Vocational Rehabilitation Counselor within the Department for Aging & Rehabilitative Services (DARS), or the Department for the Blind & Vision Impaired (DBVI). Veterans are encouraged to answer Veteran status questions and submit their disability documentation, if applicable, to DARS/DBVI to get their Certificate of Disability. If you need to get a Certificate of Disability, use this link: Career Pathways for Individuals with Disabilities, or call DARS at 800-552-5019, or DBVI at 800-622-2155.
Salary : $77,200 - $85,500
