Employer Contact Center Team Leader
: Job Details :

Internal candidates apply before October 25, 2024. INTRODUCTIONThe Illinois Municipal Retirement Fund (IMRF) provides death, disability, and pension retirement benefits to employees of local governments and school districts in Illinois (with the exception of the City of Chicago and Cook County). We are the second largest-and best funded-statewide public pension system in Illinois, IMRF serves approximately 3,000 municipal employers in the State. We are an award-winning organization, located in Oak Brook. IMRF is looking for top talent, for a direct hire opportunity that is benefit eligible. If you are passionate about Employer Services Contact Center duties and meet the requirements, we want to hear from you. This position is in our Springfield office. SUMMARYThis role is responsible for providing direct leadership to all staff in the Employer Contact Center, indirect onsite leadership support to Member Services staff working in the Springfield office, onsite support/onsite liaison with building management and vendors for operational and facilities needs, and onsite accountable for security, equipment, and technology needs. Due to the nature of this position and the needs of the staff, customers, and the office space, the primary location of this position is onsite. ESSENTIAL DUTIES AND RESPONSIBILITIES Supervises and communicate with Contact Center staff to respond to employer 800 calls and secure messages in an effective, efficient, courteous, and accurate manner in accordance with Article 7 of the Illinois Pension Code, and 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 Employer 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 Contact Center 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 effective and efficient customer service levels. When necessary, react to changes in anticipated call volumes in a timely manner by reallocating Contact Center resources. Provide employer support for escalation cases unable to be resolved by Contact Center staff. Maintain individual and unit performance information and utilize to complete performance appraisals on each direct report. Make recommendations to the Employer Services Manager concerning merit increases and promotions. Assist Employer Services Manager with information and performance-related metrics derived from the call accounting system and other resources to maintain and improve customer service. Support achievement of the organization's Journey of Excellence, Vision and Strategic Objectives. Communicates effectively with Employer Services Manager to provide information as to volume/type of calls, problems encountered or perceived as problems by callers and secure messages regarding effectiveness and efficiency of the employer services area. Communicates new ideas, developmental needs to manager for improvement in customer service. Coordinates information to be disseminated to Employer Contact Center personnel due to participation in Communications meetings and other meetings. Assists Manager in establishing and evaluating standards of service expected, and other department activities. Prepares reports, memos, and related correspondence as necessary to the operation of the contact center. Participates in IMRF presentations and other functions as requested. Provide excellent, high quality, customer service to employers. Develop or update Action and Engagement Plans for the contact center leveraging Core Competencies. 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 employers' 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. Maintain high level knowledge of Employer procedures, policies and Financial Relations Documents and oversee Staff is adequately trained on them.o This includes certain topics but not exclusively: employer rate creation, basic actuarial calculations for employer rates, employer-auditing procedures, fraud prevention procedures. The creation and education of ERI Cost Studies, the employer Accelerated payments and exemption process, the employer processes and policies for Enrollment, Disability, and Termination. The filing and delinquency processes for Wage reports, adjustments and payments, assisting with Prospective Employer processes. Education on all annual employer documents: Reserve Statements, GASB50, GASB68, SOC 1Type 2 Report, Rate Notices and Annual Comprehensive Financial Report.o Act as liaison between the Employer Contact Center, and departments, share best practices and facilitate Inter-Department Knowledge Sharing. Coordinate with IS - Team Lead Telephony and End User Support for all equipment replacements and spare support equipment onsite. Other duties as be assigned. SUPERVISORY RESPONSIBILITIES Supervise, mentor and evaluate employees in the IMRF Employer Contact Center. Promote, implement and support a team environment with a strong customer service focus in continuous improvement activities. Ensure staff adherence to all relevant team, departments and IMRF policies and procedures. Responsible for the overall direction, coordination, and evaluation of Employer Contact Center. Carries out Team Leader 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. Create action plans for workforce engagement improvements. Coordinate and provide onsite support for facilities needs with the Office Services Manager, Springfield Building Management and other vendors. In coordination with the Member Services Team Leader, provide indirect leadership support for Member Services staff located in the Springfield office, as needed. In coordination with the IMRF Legal and IS departments, provide onsite support for security, technology, vehicle management, and equipment needs. QUALIFICATIONSTo 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 EXPERIENCEBachelor's degree (BA or BS) from four-year College or university AND two years related experience. Business-related major preferred.ORAssociate's 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. IMRF Benefits: Generous insurance benefits, including medical and dental 35-hour base work week, Monday - Friday Death, disability, and pension retirement benefits as a member of IMRF Paid vacation, 12-13 paid holidays and 2 personal days Business casual attire Award-winning organizational approach to performance excellence