Call Center Supervisor

Salary $22.
40 - $35.
84 Hourly $46,591 - $74,545 Annually This position is a Pay Band 65 Posting Details THIS POSTING WILL BE USED FOR ONGOING RECRUITMENT AND MAY CLOSE AT ANY TIME.
APPLICANT LISTS MAY BE SCREENED MORE THAN ONCE.
Why does the job exist? This position is responsible for the supervision of 5 call center support positions within the Call Center.
This unit serves as the first line of communication with our members, retirees and employers and functions as the primary point of contact between the agency and the public (the "face" of NMERB).
How does it get done? This position ensures call center staff are fully trained, responsive to members, and proficient in entering/retrieving data from NMERB's pension administrative system to assist members and retirees on retirement, benefit estimates, payroll, refunds, while adhering to NMERB policies, statutes, rules, and regulations.
Measures call center performance and customer satisfaction with key metrics, and develops and implements strategic initiatives to improve staff optimization and training.
Processes high-priority or high-sensitivity cases, such as escalations from irate constituents, VIPs, etc.
Monitors staff availability, anticipate staff shortages and resource constraints, then define mitigations and communicate changes in daily, weekly schedules as needed including training and mentoring staff.
Assign and supervise the work of staff, answering questions and providing guidance and feedback.
Ensuring that high quality customer service is efficiently provided to all NMERB members, employers and retirees.
Complete employee evaluations, recommending disciplinary actions and approving and tracking leave requests.
Who are the customers? The active and inactive members of the New Mexico Educational Retirement Board and NMERB Local Administrative Units.
Ideal Candidate The ideal candidate will have the following experience: - Ability to lead and manage a team of two or more employees effectively.
- Call Center experience.
- Excellent analytical thinking skills - Strong communication skills.
- Training and Development skills.
- Interpretation of the Educational Retirement Act and Public Employees Retirement Act Minimum Qualification Associate's degree in Business Administration, Public Administration, or Accounting and two (2) years of direct job experience in retirement processing, benefits administration, and/or auditing.
Substitutions Apply.
See Substitution Table below.
Substitution Table These combinations of education and experience qualify you for the position: Education Experience Education Experience 1 High School Diploma or Equivalent AND 4 years of experience OR High School Diploma or Equivalent AND 4 years of experience 2 Associate's degree in the field(s) specified in the minimum qualification AND 2 years of experience Associate's degree or higher in any field AND 4 years of experience 3 Bachelor's degree or higher in the field(s) specified in the minimum qualification AND 0 years of experience • Education and years of experience must be related to the purpose of the position.
• If Minimum Qualification requires a specific number of "semester hours" in a field (e.
g.
6 semester hours in Accounting), applicants MUST have those semester hours in order to meet the minimum qualifications.
No substitutions apply for semester hours.
Employment Requirements Must possess and maintain a valid New Mexico Driver's License.
Must possess and maintain a current Defensive Driving Certificate from the State of New Mexico or must pass and receive Defensive Driving Course Certification as a condition of continued employment.
Pre-employment background investigation is required and is conditional pending results.
Working Conditions Normal working conditions would be in an office setting working on a computer, interacting with staff in person with extend periods of sitting, emailing, talking on the phone and working on a computer with multiple monitors.
Attending multiple video meetings.
Must be able to lift 25lbs.
Supplemental Information Benefits: Do you know what Total Compensation is? Click here Agency Contact Information: Melinda Garcia Email For information on Statutory Requirements for this position, click the Classification Description link on the job advertisement.
Bargaining Unit Position This position is not covered by a collective bargaining agreement.