Title: Contact Center Supervisor - Retiree Counseling Supervisor (Remote)

State Role Title: Salary Non-Specified

Hiring Range: $81,077

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 Virginia Retirement System (VRS) is seeking an experienced contact center supervisor to serve as the Retiree Counseling Supervisor overseeing a team of remote contact center agents who provide advanced level pension and benefit information to retirees of the Commonwealth of Virginia.

Essential duties include but are not limited to:
• Responding accurately to a variety of questions, inquiries, and requests related to plans, benefits, and retirement processes via phone.
• Liaising as necessary with other departments to provide all relevant information and detail to members and retirees.
• Conducting research and making follow-up phone calls as necessary.
• Training and coaching team members as required, providing leadership and mentoring for staff development, and establishing and directing a culture of providing excellent customer service.
• Monitoring and evaluating agent performance, providing learning or coaching feedback, and managing performance issues as necessary.
• Preparing and distributing reports as required.
• Resolving complex issues, including managing escalations from staff and other departments.
• Working with other supervisors and managers to support agents to maximize customer satisfaction on a daily basis.
• Participating in cross-hierarchal teams and contribute to improving services across agency lines.
• Performing various other duties and participate in special projects as assigned.

Minimum Qualifications

Bachelor's degree in business administration; or closely related field; or equivalent combination of education and experience.

Four (4) years of contact center or customer service experience including one (1) year of supervisory or team lead experience required.

Superior customer service skills, and strong active listening ability.
Excellent verbal and written communication skills.
Proficiency in call center technologies/customer service management systems
Ability to consistently engage with diverse customer populations, and build rapport through professionalism, empathy, and confidence.
Ability to manage multiple and changing priorities.
Ability to analyze data and issues, and to manage and de-escalate customer complaints. Proficiency in math.
Abilities to follow established procedures; complete assignments within established deadlines; work well under pressure; solve problems; prioritize; manage time; and work independently with minimal supervision.

Additional Considerations

Knowledge of VRS products and services.
Two (2) years of supervisory or team lead experience

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.

This position is 100% remote. Training will be provided remotely 6 - 8 weeks M-F.
The contact center operates M - F between the hours of 8:30am - 5pm.

Contact Information

Name: Human Resources

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 AHP Letter (formerly COD) provided by the Department for Aging & Rehabilitative Services (DARS), or the Department for the Blind & Vision Impaired (DBVI). Service-Connected Veterans are encouraged to answer Veteran status questions and submit their disability documentation, if applicable, to DARS/DBVI to get their AHP Letter. Requesting an AHP Letter can be found at AHP Letter or by calling DARS at 800-552-5019.

Note: Applicants who received a Certificate of Disability from DARS or DBVI dated between April 1, 2022- February 29, 2024, can still use that COD as applicable documentation for the Alternative Hiring Process.