Contact Center Team Lead
Company: Employees Retirement System of Texas
Posted on: January 27, 2023
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
- 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
- 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
- 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
- Experience as a Retirement System Benefits Counselor, with
training in both retirement and all other benefits offered by
- 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
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 firstname.lastname@example.org .
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
Email: Employment@ers.texas.gov Web: www.ers.texas.gov
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 email@example.com 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
Didn't find what you're looking for? Search again!