Title: Contact Center Supervisor - Hybrid Retirement Plan Counseling Supervisor (Remote)
State Role Title: Salary Non-Specified
Hiring Range: $89,186 - $92,000
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, an independent state agency based in Richmond, delivers retirement and other benefits to covered Virginia public sector employees through sound financial stewardship and superior customer service. VRS ranks as the 14th largest public or private pension fund in the U.S. and the 36th largest in the world, serving more than 803,000 active and inactive members, retirees and beneficiaries. Members include public school teachers, political subdivision employees (cities, towns, special authorities and commissions), state agency employees, public college and university personnel, state police, Virginia law officers and the judiciary.
The Hybrid Retirement Plan Supervisor plays a pivotal part in overseeing the Hybrid Retirement Team responsible for conducting presentations, conducting one on one counseling sessions, answering inbound phone calls and responding to a variety of benefit questions, inquiries, and requests related to advanced level pension and benefit information. The role resolves complex escalated situations, and supervises, coaches, trains, and monitors the performance of the Hybrid Retirement Plan Counseling team. In addition, the position serves as back up the employer support supervisor and works to enhance the delivery of benefits and services provided by the agency and our customers.
Reporting the the Contact Center Manager, the Hybrid Retirement Plan Counseling Supervisor:
• Hires, trains and develops team members to navigate VRS systems, products and services while responding to incoming callers with questions around VRS products and services.
• Monitors and evaluates the performance of key metrics such as Adherence to Schedule, Call Length, Availability, Hold Time, Wrap Up and other metrics.
• Provides opportunities for growth and professional development through effective and proactive coaching and mentoring.
• Documents job performance and provides recognition for progress or feedback for improvement. Acts swiftly to address performance problems and takes corrective action when necessary.
• Communicates essential information between leadership and employees.
• Fosters an environment of teamwork and collaboration.
• Interprets VRS and contact center policies to staff when necessary, ensuring compliance amongst team members.
• Remains current on VRS products and services.
• Resolves escalated issues and calls from team members or external stakeholders, providing quick and effective resolution while maintaining a focus on excellent customer service.
• Collaborates with the Employer Support Supervisor to assist and resolve issues related to hybrid plan contributions, enrollment, or plan corrections.
• Oversees and manages the hybrid plan email correspondence process.
• Manage and train staff for completion of manual hybrid plan benefit estimates for LTD and JRS members.
• Manages the virtual one-on-one counseling sessions, to include overseeing the website and back office processes.
• Coordinates with staff, employers, and third-party recordkeepers for hybrid plan employer and member education seminars, presentations, and benefit fairs.
• Assists Contact Center Manager with identifying operational issues, developing operational procedures and makes recommendations for improvement.
• May prepare and analyze report data to assist leadership with determining and setting team goals.
• Proactively implements best practices to improve efficiency and streamline processes within team.
• Participates in cross-hierarchal teams and contributes to improving services across agency lines.
• Acts as a back-up and support to the customer contact center manager and peers during absences or critical instances impacting the department.
• Performs various other duties and participates in special projects as assigned.
Minimum Qualifications
Completion of some college coursework; Bachelor’s Degree in Business, Public Administration, or Liberal Arts preferred.
Four (4) years of call center or high volume customer service experience and two (2) years of previous supervisory or lead experience or an equivalent combination of education and experience.
Desired skills include but are not limited to:
• Ability to continually build on knowledge base in order to maintain up-to-date plan information and procedures.
• Good technical skills, and the ability to understand and assist with many of the complex technical issues members and employers experience.
• Ability to work well as part of a team, and to supervise, train, coach, and mentor team members.
• 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.
• Ability to analyze data and issues, and to manage and de-escalate customer complaints.
• Proficiency in math.
- Ability 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
Relevant certifications in Finance or Counseling (Certified Retirement Counselor (CRC), Pension Benefit Certification (InFRE, CEBS), and/or PHR) preferred.
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.
VRS uses Spark Hire as a pre-screening tool. Candidates selected to participate in this process will be contacted via email with next steps. Please be sure to check your email and application status regularly as no phone calls will be made.
Contact Information
Name: Human Resources
Email: [email protected]
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.
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