What are the responsibilities and job description for the Participant Services Supervisor position at UNITED ASSOCIATION NATIONAL PENSION FUND?
We're seeking a natural leader who inspires others to do their best work. The ideal candidate has a track record of building high-performing teams and delivering excellent customer service, with the ability to balance coaching and accountability while maintaining a positive work environment. If you're ready to lead a team dedicated to serving our participants, we want to meet you.
The United Association National Pension Fund (UANPF) is a multi-employer defined benefit pension fund established more than 50 years ago. We are responsible for administering retirement benefits nationwide for over 170,000 hardworking members and their families. UANPF is a place where people come to work and want to stay. We offer meaningful career opportunities in a positive and collaborative environment that promotes and supports a healthy work/life balance.
POSITION SUMMARY
The Participant Services Supervisor is responsible for the day-to-day supervision and operation of the Fund's call center. This position ensures efficient handling of participant inquiries, maintains service quality standards, and provides leadership and development for call center staff. The Supervisor handles escalated matters and serves as the primary contact between the call center and other Fund departments.
CORE RESPONSIBILITIES
- Supervise and provide day-to-day direction to Participant Services Representatives.
- Create and maintain staff schedules to ensure adequate call center coverage.
- Monitor individual and team performance against established metrics.
- Conduct regular one-on-one meetings with staff to discuss performance and development.
- Coordinate and oversee training activities for new hires and ongoing staff development.
- Provide coaching, feedback, and corrective guidance to improve staff performance.
- Prepare and deliver performance evaluations.
- Address employee relations matters and take disciplinary action when appropriate.
- Ensure efficient operation of the call center to meet service level objectives.
- Monitor real-time call volumes and adjust staffing and priorities as needed.
- Handle escalated participant calls that cannot be resolved by Representatives.
- Serve as primary liaison between call center and other Fund departments.
- Coordinate with IT on phone system, database, and technology issues.
- Develop and maintain call center performance metrics and reporting.
- Oversee call monitoring and quality assurance program.
- Analyze call data to identify trends, training needs, and process improvements.
- Prepare regular reports on call center performance for management.
Qualifications:
SKILLS AND QUALIFICATIONS
- High school diploma or equivalent required; associate or bachelor's degree preferred.
- Five (5) years of customer service experience, including at least two (2) years in a lead or supervisory role; OR three (3) years as Representative IV with demonstrated leadership abilities.
- Demonstrated leadership and supervisory skills.
- Strong knowledge of call center operations and best practices.
- Strong analytical and problem-solving abilities.
- Excellent verbal and written communication skills.
- Proficiency with database systems, phone systems, and Microsoft Office applications.
- Must be resourceful, innovative, and forward-thinking.