Contact Center Team Lead

Since 1917 Teachers Retirement System of the City of New York (TRS) has been building better tomorrows for the educators of New York City. TRS serves over 215000 members with a mission to provide them retirement disability and death benefit services.
The successful candidate will be a highly motivated member-focused professional who excels in delivering exemplary customer service. This role involves providing prompt efficient and friendly assistance to TRS members addressing a diverse range of inquiries concerns and complaints related to TRS products and services. The ideal candidate will thrive in a call center environment enjoying the challenges of problem-solving and offering solutions with a member-centric approach. A commitment to high-quality service and a positive proactive attitude are essential for success in this position.
Under the direction of the Contact Center Manager the duties and responsibilities for this role include but are not limited to the following:
- Assist all Call Center associates in responding to members questions while providing exceptional service across all communication channels (phone email chat).
- Assist the training manager in coordinating and conducting training sessions for new and existing call center associates.
- Monitor call queues response times and service levels via 8x8 to ensure optimal performance.
- Review transferred CRM inquiries for new hires to ensure they are submitted accurately.
- Respond to escalated calls transferred from the Call Center representatives and handle high profile cases.
- Serve as a liaison between call center team and other departments within the agency.
- Communicate updates changes and important information to Call Center associates.
- Provide feedback to management for performance evaluations.
- Preforms all duties of a Call Center associate as necessary.

COMMUNITY ASSOCIATE - 56057

Qualifications :

Qualification Requirements
1. High school graduation or equivalent and three years of experience in community work or community centered activities in an area related to duties described above; or
2. Education and/or experience which is equivalent to 1 above.

Additional Information :

The City of New York is an inclusive equal opportunity employer committed to recruiting and retaining a diverse workforce and providing a work environment that is free from discrimination and harassment based upon any legally protected status or protected characteristic including but not limited to an individuals sex race color ethnicity national origin age religion disability sexual orientation veteran status gender identity or pregnancy.

Remote Work :

No

Employment Type :

Full-time