State of Massachusetts Member Servces (Call Center) Manager in Boston, Massachusetts


The Massachusetts State Retirement Board (MSRB) administers a defined retirement plan for eligible employees of the Commonwealth and certain independent entities. The Member Service Manager leads all aspects of the MSRB Customer Service (Call Center) unit, including responding to member inquires, managing employee performance, time and scheduling, overseeing all business processes of the unit and reporting challenges and improvements to senior MSRB staff governing their actions.


  • Oversee all functions of the Customer Service (Call Center) unit.

  • Manage the proper direction and response to all telephone, electronic, mailed, or in-person inquiries from MSERS members and related individuals, including member walk-in counseling requests.

  • Assist Director of Support Services in executing processes and goals, including developing knowledge related to MSRB telephone system and OnBase scanning software.

  • Ensure adequate coverage of unit operations.

  • Provide regular updates on work, tasks and projects to the management team.

  • Track trends, statistical information and communicate with Board staff to analyze and mitigate impact.

  • Manage the accurate and timely distribution of all incoming mail and e-mail as appropriate.

  • Review for accuracy, and generate where required, general outgoing member communications including retirement application checklist as needed.

  • Maintain working knowledge of each department within Board

  • Participate and assist in Board projects and other duties; support various MSRB departments as directed by senior management.

  • Develop proficiency with OnBase ECM System

  • Adhere to and enforce Treasury and Board policies

  • Analyze departmental opportunities for improvement and recommend solutions.


  • Manage employees in Boston and Springfield offices with regards to operating policies, procedures and Treasury standards.

  • Train/advise staff on M.G.L. Chapter 32, Board rules, regulations & policies and other retirement related applications/references sources.

  • Act as a mentor to staff; Support staff in career development.

  • Perform staff evaluations and reviews; Supervise unit staff.

  • Provide updates to staff on MSRB/retirement related matters.


  • Minimum of 4 years of relevant experience required, associated with managing a call canter/customer service unit in a similar or related field.

  • Associate's degree in relevant field of study; Bachelor's degree in relevant field preferred.

  • Ongoing and current working knowledge of M.G.L Chapter 32 and MSRB business processes, including but not limited to, retirement application questions, survivor benefits, service purchases, refunds, and disabilities.

  • Strong analytical skills and attention to detail.

  • Ability to develop in-depth knowledge of MARIS ESS, MAA, and LOB.

  • Excellent customer support skills with ability to discern and resolve member related concerns.

  • Ability to handle extreme difficult situations in person or over the phone.

  • Knowledge and experience of HR standards to carry out day to day operations and interactions of department preferred.

  • Ability to establish performance standards for unit employees and reports metrics on success factors of department activities.

  • Experience and ability in managing and training staff and communicate department goals.

  • Must be highly organized and posses ability to model superior customer service.

  • Self-motivated with ability to prioritize projects, handle deadlines and work well under pressure.

  • Ability to timely and effectively resolve complex issues.

  • Ability to collaborate and cooperate with all units.

  • Must have proficient or advanced skills in Microsoft Office and online research.

  • Experience with computer applications used at MRSB a plus.

Job: *Management

Organization: *Off of State Treas & Rec Genrl

Title: Member Servces (Call Center) Manager

Location: Massachusetts-Boston-1 Winter Street

Requisition ID: 170004OY