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 215,000 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.

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.

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 individual's sex, race, color, ethnicity, national origin, age, religion, disability, sexual orientation, veteran status, gender identity, or pregnancy.