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  • Call Center Supervisor - Employees Retirement System of Texas

Call Center Supervisor - Employees Retirement System of Texas

  • 09 May 2012 8:28 AM
    Message # 915480
    Anonymous

    Reviews daily, weekly, and monthly departmental performance reports to ensure adherence to goals and objectives, demonstrating the ability to relate key performance indicators to specific agent activities. Utilizes key performance indicators to coach, develop and improve the performance of team members. Coaches, develops, and supervises the work of others. Conducts regular meetings with staff to communicate agency related changes and updates. Provides staff members with performance goals and regular feedback in support of departmental goals. Writes/delivers monthly and annual (formal) performance evaluations in accordance with prescribed timelines. Monitors work of others to ensure adherence to departmental goals and objectives. Initiates, completes, and monitors progress of projects assigned. Handles escalated Contacts to provide complex information and assistance to customers related to state employee benefit programs including insurance, retirement, annuities, deferred compensation, flexible benefits and related matters. Coordinates training to support developmental needs identified through performance evaluation vehicles and develops training, educational and reference materials. Identifies needed areas of change and makes recommendations to improve operational practices; assists with the development of departmental guidelines, procedures and practices. Assists in the selection process for filling Contact Center job vacancies. Performs related work as assigned.

    For more information or to apply for this position, go to:  http://www.ers.state.tx.us/About_ERS/Careers/Careers_at_ERS/

     

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