Call Center Supervisor

Description of Work

We are seeking a friendly, hard-working Call Center Supervisor that cares about the members and their questions and finding resolutions. This is a full-time position (40 hours per week) with State Benefits, including health insurance, paid vacation, paid sick time, paid holidays, as well as retirement.

About Us:

The Retirement Systems Division administers the statutory retirement and fringe benefit plans as authorized by the General Assembly of North Carolina. These include the following six major retirement plans: Teachers’ and State Employees’ Retirement System, the Legislative Retirement System, the Local Governmental Employees’ Retirement System, the Consolidated Judicial Retirement System, the Optional Retirement Program, and Firemen’s and Rescue Workers’ Pension Fund.

The Member Service’s section provides the full range of retirement education, correspondence services, and one-on-one counseling/training for all members and employers concerning retirement and disability benefits, statutory provisions, new legislation, and information supporting the effectiveness of these efforts. 

The Call Center Supervisor recruits, hires and provide supervision and leadership to the Member Services Call Center team. This leader must be aware of HR and administrative practices, procedures and policies for the division and lead accordingly. This position is critical in leading the team in the right direction, exercising good judgment and establishing and applying processes that are in the best interest of the members and the agency

Job Duties 

• Manages performance of call center staff ensuring that plans are developed with measurable goals, that good and/or excellent performance is documented and recognized, ensuring that poor performance is addressed appropriately and documented and ensures that processes and expectations around performance and team goals are followed consistently
• Conducts monthly one-on-one meetings with staff to review individual and team metrics, providing recognition for high performance and coaching for performance improvement.
• Conducts mid-year and annual one-on-one performance evaluation meetings for all staff Analyzes team performance, documents trends and reports metrics to leadership weekly, monthly and quarterly Partners with the Learning & Development team to ensure effective Quality Management is exercised for the Call Center team.
• Reviews existing policies, procedures, and guidelines and proposes changes as needed to achieve maximum productivity, better customer service and efficiency within the Call Center.
• Provides technical insight regarding retirement escalations, laws and existing policies and procedures.
• Leads the talent acquisition processes for Call Center staff, ensuring adherence to HR policies and procedures, and selecting the most qualified and best-suited candidate to submit to MS leadership for approval.
• Plans and coordinates on-boarding, initial training for new hires, staff development training as well as performance improvement training for existing call center staff.
• Participates or leads projects, process improvement initiatives and other duties as assigned.

The Member Services team receives more than 280,000 calls per year and assists more than 3,500 members face-to-face with paperwork, questions, and/or one-on-one individual counseling sessions, we conduct Retirement Readiness webinars and simulcasts, hold education retirement presentations, and monthly employer training. Our dedicated staff answers more than 50,000 e-mails and correspondence inquiries per year.

The Department of State Treasurer’s campus is located on Atlantic Avenue, is surrounded by many shopping centers and restaurants, has access to a 24-hour 7-day a week free gym on the campus, and offers a competitive benefit package, and has free employee parking!

Knowledge, Skills and Abilities / Competencies

Qualified candidates must document on the application that they possess all of the following: 

• Considerable knowledge of general retirement processes, benefits, rules and policies.
• Proven ability to supervise others effectively; creating a collaborative and developmental workplace.
• Proficiency in exercising sound judgment, good attention to detail and urgency when addressing performance issues with staff.
• Considerable knowledge of call center functions and effective oral and written communication skills.
• Demonstrated ability to instruct; motivate, train and present information effectively.
• Experience interviewing and responding effectively to an educationally diverse population.
• Demonstrated ability to lead, coach, adapt to changing situations and develop others effectively.
• Proven ability to analyze, research and interpret information of a technical and statistical nature.
• Demonstrated ability to think strategically and creatively.
• Proven ability to understand team, division and customer needs and deliver excellent quality services.

Management Preferences

• 5 years of supervisory experience.

Minimum Education and Experience Requirements

Some state job postings say you can qualify by an “equivalent combination of education and experience.” If that language appears below, then you may qualify through EITHER years of education OR years of directly related experience, OR a combination of both. See oshr.nc.gov/experience-guide for details.

Bachelor’s degree from an appropriately accredited institution in business administration, public administration or a related field and five (5) years of experience in benefits or human resources; or an equivalent combination of education and experience.

Supplemental and Contact Information

• PLEASE SUBMIT YOUR APPLICATION ON-LINE USING THIS WEBSITE *

This position is subject to a criminal history background check through CastleBranch. In addition, one or more of the following may also be reviewed, depending on the nature and requirements of the position: employment history, professional references, credit history, and educational verification (i.e., degree, license, or official transcript). Foreign degrees may require an official evaluation for U.S. equivalency. Applicants will be required to pass the background check to the satisfaction of the North Carolina Department of State Treasurer. All offers of employment are conditional until the satisfactory completion of the background check. This office uses the Merit-Based Recruitment and Selection Plan to fill positions with highly qualified individuals. All applicants must complete and submit a State application for employment using the NEOGOV Online Job Application System (OSHR – Work for NC) for the State of North Carolina. To receive credit for your work history and credentials, you must list the information on the online application form. Any information omitted from the application cannot be considered in screening for qualifying credit. Attached or incorporated resumes (including Text resumes on application form) WILL NOT be used for screening for qualifying credit. Please make sure you complete the application in full. “See Resume” or “See Attachment” will NOT be accepted. Other attachments will also be accepted, but not used in screening for qualifying credit. Due to the volume of applications received, we are unable to provide information regarding the status of your application over the phone. To check the status of your application, please log in to your account and click “Application Status”. It is not necessary to contact the Human Resources Office to check the status of an application.

Please note, if you received your high school diploma or college degree outside of the United States, you are required to have your education validated for US equivalency and submit a copy of all equivalency documentation to our office for review. There are several organizations that perform this specialized service, feel free to use any service of your choosing. For your convenience a couple are listed below: 

• International Education Research Foundation – (310) 258-9451 or www.ierf.org
• World Education Services Inc. – (212) 966-6311 or www.wes.org

If you are having technical issues submitting your application, please call the NeoGov Help Line at 855-524-5627. If there are any questions about this posting, other than your application status, please email Department of State Treasurer at HR@nctreasurer.com. 

NOTE: For temporary, contract or other supplemental staffing appointments: There are no paid leave, retirement or other benefits associated with these appointment types.

For permanent and time-limited appointments:

Eligible employees have benefits that include employee health insurance options, standard and supplemental retirement plans, NC Flex (a variety of high-quality, low-cost benefits on a pre-tax basis), and paid vacation, sick, and community service leave, to name a few. Paid parental leave is available for eligible employees. Some benefits require 30 + hours work/week for participation.

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