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Contact Center Team Lead

Company: Employees Retirement System of Texas
Location: Austin
Posted on: January 27, 2023

Job Description:

Position Title: 1413 - Contact Center Team Lead (ERS Internal Job Posting) Salary Group: B20 Posting Date: 12/12/2022 Position Number: 57105 Class Number: 1573 Salary: Commensurate with experience Number of Positions: 1 Essential Functions Seeking Team Lead to perform highly complex (senior-level) benefits program assistance and consultative work in Customer Service that involves supporting goals and objectives; making recommendations and supporting the ongoing adherence to guidelines, procedures, policies, and rules related to the daily operation of the department. Will assist with evaluating individual activities as well as coaching and supporting the work of others. May provide training and guidance to others. Works under limited supervision of the Member Benefits Services Supervisor, with moderate latitude for the use of initiative and independent judgment.

Essential Functions includes, but is not limited to:

  • Assists Customer Service Leadership with the following:
    • Support staff with the application of laws, rules, policies and procedures relating to ERS benefits.
    • Handle escalated matters related to highly complex issues and respond to staff or members in a timely manner.
    • Identify training needs and contribute to the development and delivery of educational and reference materials, training and guidance.
    • Identify and make recommendations to improve operational practices; assist with development and review of departmental guidelines, procedures and practices.
    • Monitor the work of others, provide staff members performance feedback, contribute to performance evaluations and assist in developing action plans in support of departmental goals.
    • Plan work assignments and ensure timely completion
    • Review and create departmental performance reports to ensure adherence to goals and objectives. Exhibit the ability to utilize and relate key performance indicators to specific agent activities/behaviors in order to improve the performance of team members.
    • Accurately and efficiently answer questions, educate, and counsel internal and external customers regarding state employee benefits programs and related resources.
    • Performs other duties as assigned Required Minimum QualificationsYour application for employment must reflect how you meet each of the following minimum qualifications:
    • Graduation from an accredited four-year college or university. Each year of related experience over the minimum required may be substituted for one year (30 semester hours) of required college credit.
    • Four (4) years of experience performing customer service, benefits, or pension-related duties.
    • Two (2) years of experience applying and explaining complex laws, rules, policies or procedures to others.
    • One (1) year of experience effectively using Windows based computer software, including Microsoft Office, and Internet Explorer. Preferred QualificationsYour application for employment should reflect how you meet the following preferred qualifications:
    • Experience as a Retirement System Benefits Counselor, with training in both retirement and all other benefits offered by ERS.
    • Experience coaching and directing the work of others. Other InformationPLEASE NOTE: All applications must contain complete job histories, which includes job title, dates of employment, name of employer, supervisor's name and phone number and a description of duties performed. If this information is not submitted, your application may be rejected because it is incomplete. Resumes do not take the place of this required information.

      An ERS employee who is selected for a position in the same salary group and state title as their current position may be transferred with no salary change.

      An ERS employee who is selected for a position in their current salary group with a new state title may receive an increase of no more than 3.4% over their current salary regardless of posted salary.

      Other Information: ERS offers a hybrid work schedule. Work in an office environment with opportunities to work remotely. This position may require access to privileged, confidential, or sensitive data. ERS will conduct either a TXDPS or FBI criminal history check on all new hires. For more information about this policy inquiries can be made to .

      How to Apply: Submit a State of Texas Application for Employment with an ERS Qualifications Form & other required materials, if any, to the ERS, Human Resources Office by 5 p.m. CST on the closing date. Resumes will be accepted only as supplements to an application. Please contact a Human Resources representative if you need assistance or require accommodation during the application process.

      Email: Web:
      Fax: (512) 867-3161 Relay Texas TDD: (800) 735-2989
      Military Occupational Specialty (MOS) CodesVeterans, Reservists, or Guardsmen with experience in the Military Occupational Specialty Codes listed below with the minimum qualifications listed above may meet the minimum requirements and are highly encouraged to apply. Please, contact Human Resources at with questions or for additional information.Visit the State Auditor's office webpage for access to additional Military Crosswalk information specific to this posting. (The Military Crosswalk appears under Occupational Category for each job description.) Compare the Class Number in the ERS job posting to the Class Code on the State Auditor's Office listing of job descriptions.

Keywords: Employees Retirement System of Texas, Austin , Contact Center Team Lead, Other , Austin, Texas

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