Customer Contact Center Senior Team Leader
Sacramento, California
Employer: State Of California
Industry:
Salary: Competitive
Job type: Full-Time
Anticipated Interview Dates: We anticipate Virtual interviews being held beginning the week of November 11, 2024. We look forward to meeting with you!
Telework Information: This position is eligible for a full-time remote schedule, with a requirement to occasionally report to the office.
Do you enjoy working in a fast-paced environment where challenging and rewarding work is the norm? Do you have a passion for customer service? Do you enjoy creating and maintaining efficient and effective processes? If you've answered yes to these questions, then you've found a position you'd be interested in exploring further!
Our Customer Service Experience Division (CXD) is currently seeking a Staff Service Manager II (SSM II) with strong leadership skills to lead the Customer Support Section in an inclusive atmosphere, achieving excellence in customer service and communication while assisting our members with California Public Employees' Retirement System (CalPERS) health and retirement inquiries, and drive our CalPERS mission.
CalPERS seeks a Staff Services Manager II in the Customer Experience Division, Customer Support I Section, Contact Center Section 4.
Under the general direction of the Staff Services Manager III (SSM III), the SSM II functions as the second-level manager over Section 4 of the Customer Contact Center, and is responsible for the overall oversight, management, and daily operations of the section. In this position, you must have exceptional organizational skills and ability to lead teams in a busy fast-paced work environment, set priorities, effectively manage multiple projects, and meet deadlines within challenging and strict time constraints.
How did you hear about this position? Tell us in this brief survey .
You will find additional information about the job in the Duty Statement .
Minimum Requirements You will find the Minimum Requirements in the Class Specification.
Position Details Job Code #:
JC-453353
Position #(s):
275-190-4801-009
Working Title:
Customer Contact Center Senior Team Leader
Classification:
STAFF SERVICES MANAGER II (SUPERVISORY) $7,643.00 - $9,496.00
# of Positions:
1
Work Location:
Sacramento County
Telework:
Telework
Job Type:
Permanent, Full Time
Department Information The California Public Employees' Retirement System (CalPERS) is the nation's largest public pension fund, providing retirement and health benefits to public employees, retirees, and their families. Headquartered in downtown Sacramento, we are a destination employer with an international reputation for leadership and innovation. At CalPERS, we're committed to people - the people we serve, our team members, and the larger community around us. CalPERS is situated near the Napa Valley, San Francisco, Lake Tahoe, and other desirable destinations, and we offer competitive benefit packages, compensation, and opportunities for advancement.
If you are interested in becoming part of a diverse and inclusive workforce where talent, experience, and expertise are valued, CalPERS invites you to apply for this employment opportunity. To find out more about our Diversity, Equity, and Inclusion efforts, visit our website !
To take a look at CalPERS as a destination employer, view this YouTube video .
Special Requirements
Note: Résumés, letters, and other materials will not be evaluated or considered as responses to the Statement of Qualifications.
The SOQ must be typed, titled "Statement of Qualifications" with the JC-453353 and your name to the top of the page. Each response must be numbered and list all relevant experience, education, and training, including places of employment, dates, and duties performed. The SOQ must not exceed two pages in length and must not have font smaller than 11 point.Provide an example of how you have successfully led a team of managers by setting priorities, managing workloads, and ensuring consistent interpretation and implementation of policies and procedures. Explain three differences between the roles of a first-level and second-level leader? Explain how your leadership experience and knowledge of contact center operations and technology have prepared you for this position. Describe your experience in developing your subordinate team leaders to appropriately communicate with, engage and support their team members.
Minimum Qualifications
All experience and education relating to the Minimum Qualifications (MQs) listed on the Classification Specification should be included in your application package to clearly demonstrate how you meet the MQs for this position. If you are using education to meet MQs, please include your transcripts with your application package. If you have a degree from outside of the United States, you must submit an evaluation of this degree to determine the US equivalency. If you need an evaluation, you can visit the National Association of Credential Evaluation Services (NACES) website to find organizations that provide these services. The Classification Specification is located on this Job Posting under "Minimum Requirements."
Please Note: You may need to pass an examination to establish list eligibility prior to a final offer of employment. To find and take an exam, visit CalHR's CalCareers website .
Application Instructions
Completed applications and all required documents must be received or postmarked by the Final Filing Date in order to be considered. Dates printed on Mobile Bar Codes, such as the Quick Response (QR) Codes available at the USPS, are not considered Postmark dates for the purpose of determining timely filing of an application.
Final Filing Date: 10/21/2024
Who May Apply
Individuals who are currently in the classification, eligible for lateral transfer, eligible for reinstatement, have list or LEAP eligibility, are in the process of obtaining list eligibility, or have SROA and/or Surplus eligibility (please attach your letter, if available). SROA and Surplus candidates are given priority; therefore, individuals with other eligibility may be considered in the event no SROA or Surplus candidates apply. Individuals who are eligible for a Training and Development assignment may also be considered for this position(s).
Applications will be screened and only the most qualified applicants will be selected to move forward in the selection process. Applicants must meet the Minimum Qualifications stated in the Classification Specification(s).
How To Apply
Complete Application Packages (including your Examination/Employment Application (STD 678) and applicable or required documents) must be submitted to apply for this Job Posting. Application Packages may be submitted electronically through your CalCareer Account at www.CalCareers.ca.gov. When submitting your application in hard copy, a completed copy of the Application Package listing must be included. If you choose to not apply electronically, a hard copy application package may be submitted through an alternative method listed below:
Address for Mailing Application Packages
You may submit your application and any applicable or required documents to:
Public Employees Retirement System
Postal
Attn: JC-453353/EB
Human Resources Division, Recruitment
P. O. Box 942718
Sacramento , CA 94229-2718
Address for Drop-Off Application Packages
You may drop off your application and any applicable or required documents at:
Public Employees Retirement System
Drop-Off
HRSD, SSU JC-453353/EB
400 Q Street, Lincoln Plaza North
1st floor drop box by security desk
Sacramento , CA 95811
08:00 AM - 05:00 PM
Required Application Package Documents
The following items are required to be submitted with your application. Applicants who do not submit the required items timely may not be considered for this job:
Desirable Qualifications In addition to evaluating each candidate's relative ability, as demonstrated by quality and breadth of experience, the following factors will provide the basis for competitively evaluating each candidate:
Benefits CalPERS team members are eligible for a number of benefits. Health benefits and leave programs are available for most team members. Benefit eligibility may depend on length of service and collective bargaining agreements.
Some added benefits CalPERS offers include:
Contact Information
The Human Resources Contact is available to answer questions regarding the position or application process.
Human Resources Contact:
HRSD Selection Services
(916) 795-2444
Recruitment@calpers.ca.gov
Please direct requests for Reasonable Accommodations to the interview scheduler at the time the interview is being scheduled. You may direct any additional questions regarding Reasonable Accommodations or Equal Employment Opportunity for this position(s) to the Department's EEO Office.
EEO Contact:
CalPERS EEO
(916) 795-3675
EEO@calpers.ca.gov
California Relay Service: 1-800-735-2929 (TTY), 1-800-735-2922 (Voice) TTY is a Telecommunications Device for the Deaf, and is reachable only from phones equipped with a TTY Device.
Additional Information
Live Scan
Candidates not currently employed at CalPERS are required to submit to a criminal history review process utilizing Live Scan fingerprinting.
CalPERS Disclosure Requirements
If employed, you may be subject to rules imposed by Personal Trading Regulations and Conflict of Interest Code that apply to CalPERS team members, which require disclosure of certain investment information and use of a designated trading platform for securities transactions, as well as filing a Statement of Economic Interest (Form 700)
Sponsorship
This position is not eligible for visa sponsorship. Applicants must be authorized to work in the US without the need for a visa sponsorship now or in the future.
Please do not include any confidential information on any documents in your application package. Confidential information that should be excluded or removed from these documents include, but is not limited to, your social security number, date of birth, marital status, personal photos, a copy of your driver's license, equal employment opportunity data, examination scores, and LEAP status.
Equal Opportunity Employer
The State of California is an equal opportunity employer to all, regardless of age, ancestry, color, disability (mental and physical), exercising the right to family care and medical leave, gender, gender expression, gender identity, genetic information, marital status, medical condition, military or veteran status, national origin, political affiliation, race, religious creed, sex (includes pregnancy, childbirth, breastfeeding and related medical conditions), and sexual orientation.
It is an objective of the State of California to achieve a drug-free work place. Any applicant for state employment will be expected to behave in accordance with this objective because the use of illegal drugs is inconsistent with the law of the State, the rules governing Civil Service, and the special trust placed in public servants.
Telework Information: This position is eligible for a full-time remote schedule, with a requirement to occasionally report to the office.
Do you enjoy working in a fast-paced environment where challenging and rewarding work is the norm? Do you have a passion for customer service? Do you enjoy creating and maintaining efficient and effective processes? If you've answered yes to these questions, then you've found a position you'd be interested in exploring further!
Our Customer Service Experience Division (CXD) is currently seeking a Staff Service Manager II (SSM II) with strong leadership skills to lead the Customer Support Section in an inclusive atmosphere, achieving excellence in customer service and communication while assisting our members with California Public Employees' Retirement System (CalPERS) health and retirement inquiries, and drive our CalPERS mission.
CalPERS seeks a Staff Services Manager II in the Customer Experience Division, Customer Support I Section, Contact Center Section 4.
Under the general direction of the Staff Services Manager III (SSM III), the SSM II functions as the second-level manager over Section 4 of the Customer Contact Center, and is responsible for the overall oversight, management, and daily operations of the section. In this position, you must have exceptional organizational skills and ability to lead teams in a busy fast-paced work environment, set priorities, effectively manage multiple projects, and meet deadlines within challenging and strict time constraints.
How did you hear about this position? Tell us in this brief survey .
You will find additional information about the job in the Duty Statement .
Minimum Requirements You will find the Minimum Requirements in the Class Specification.
- STAFF SERVICES MANAGER II (SUPERVISORY)
- Job Application Package Checklist
- Duty Statement
Position Details Job Code #:
JC-453353
Position #(s):
275-190-4801-009
Working Title:
Customer Contact Center Senior Team Leader
Classification:
STAFF SERVICES MANAGER II (SUPERVISORY) $7,643.00 - $9,496.00
# of Positions:
1
Work Location:
Sacramento County
Telework:
Telework
Job Type:
Permanent, Full Time
Department Information The California Public Employees' Retirement System (CalPERS) is the nation's largest public pension fund, providing retirement and health benefits to public employees, retirees, and their families. Headquartered in downtown Sacramento, we are a destination employer with an international reputation for leadership and innovation. At CalPERS, we're committed to people - the people we serve, our team members, and the larger community around us. CalPERS is situated near the Napa Valley, San Francisco, Lake Tahoe, and other desirable destinations, and we offer competitive benefit packages, compensation, and opportunities for advancement.
If you are interested in becoming part of a diverse and inclusive workforce where talent, experience, and expertise are valued, CalPERS invites you to apply for this employment opportunity. To find out more about our Diversity, Equity, and Inclusion efforts, visit our website !
To take a look at CalPERS as a destination employer, view this YouTube video .
Special Requirements
Note: Résumés, letters, and other materials will not be evaluated or considered as responses to the Statement of Qualifications.
The SOQ must be typed, titled "Statement of Qualifications" with the JC-453353 and your name to the top of the page. Each response must be numbered and list all relevant experience, education, and training, including places of employment, dates, and duties performed. The SOQ must not exceed two pages in length and must not have font smaller than 11 point.
Minimum Qualifications
All experience and education relating to the Minimum Qualifications (MQs) listed on the Classification Specification should be included in your application package to clearly demonstrate how you meet the MQs for this position. If you are using education to meet MQs, please include your transcripts with your application package. If you have a degree from outside of the United States, you must submit an evaluation of this degree to determine the US equivalency. If you need an evaluation, you can visit the National Association of Credential Evaluation Services (NACES) website to find organizations that provide these services. The Classification Specification is located on this Job Posting under "Minimum Requirements."
Please Note: You may need to pass an examination to establish list eligibility prior to a final offer of employment. To find and take an exam, visit CalHR's CalCareers website .
Application Instructions
Completed applications and all required documents must be received or postmarked by the Final Filing Date in order to be considered. Dates printed on Mobile Bar Codes, such as the Quick Response (QR) Codes available at the USPS, are not considered Postmark dates for the purpose of determining timely filing of an application.
Final Filing Date: 10/21/2024
Who May Apply
Individuals who are currently in the classification, eligible for lateral transfer, eligible for reinstatement, have list or LEAP eligibility, are in the process of obtaining list eligibility, or have SROA and/or Surplus eligibility (please attach your letter, if available). SROA and Surplus candidates are given priority; therefore, individuals with other eligibility may be considered in the event no SROA or Surplus candidates apply. Individuals who are eligible for a Training and Development assignment may also be considered for this position(s).
Applications will be screened and only the most qualified applicants will be selected to move forward in the selection process. Applicants must meet the Minimum Qualifications stated in the Classification Specification(s).
How To Apply
Complete Application Packages (including your Examination/Employment Application (STD 678) and applicable or required documents) must be submitted to apply for this Job Posting. Application Packages may be submitted electronically through your CalCareer Account at www.CalCareers.ca.gov. When submitting your application in hard copy, a completed copy of the Application Package listing must be included. If you choose to not apply electronically, a hard copy application package may be submitted through an alternative method listed below:
Address for Mailing Application Packages
You may submit your application and any applicable or required documents to:
Public Employees Retirement System
Postal
Attn: JC-453353/EB
Human Resources Division, Recruitment
P. O. Box 942718
Sacramento , CA 94229-2718
Address for Drop-Off Application Packages
You may drop off your application and any applicable or required documents at:
Public Employees Retirement System
Drop-Off
HRSD, SSU JC-453353/EB
400 Q Street, Lincoln Plaza North
1st floor drop box by security desk
Sacramento , CA 95811
08:00 AM - 05:00 PM
Required Application Package Documents
The following items are required to be submitted with your application. Applicants who do not submit the required items timely may not be considered for this job:
- Current version of the State Examination/Employment Application STD Form 678 (when not applying electronically), or the Electronic State Employment Application through your Applicant Account at www.CalCareers.ca.gov. All Experience and Education relating to the Minimum Qualifications listed on the Classification Specification should be included to demonstrate how you meet the Minimum Qualifications for the position.
- Resume is optional. It may be included, but is not required.
- Statement of Qualifications - In addition to completing your online job application, you must provide a Statement of Qualifications (SOQ) for the hiring manager's review. Please see the Special Requirements section for instructions and questions for the SOQ. Applications received without an SOQ will not be considered.
Desirable Qualifications In addition to evaluating each candidate's relative ability, as demonstrated by quality and breadth of experience, the following factors will provide the basis for competitively evaluating each candidate:
- Understanding of, and familiarity with, call center technology, data, and metrics
- Ability to motivate teams to adopt change quickly and positively
- Ability to make sound decisions based on experience, good judgement, and collaboration
- Ability to set strategic goals for the section based on Division or Section direction and translate to tactical plans for the team to execute
- Ability to analyze data, identify trends, make recommendations, and present ideas and information effectively both orally and in writing using excellent communication skills
- Exhibit good judgment in all work-related activities and utilize appropriate interpersonal styles and methods in guiding individuals or groups toward the accomplishment of defined tasks.
Benefits CalPERS team members are eligible for a number of benefits. Health benefits and leave programs are available for most team members. Benefit eligibility may depend on length of service and collective bargaining agreements.
Some added benefits CalPERS offers include:
- Alternate Work Schedules
- Flexible Work Hours
- Onsite childcare facility
- Onsite fitness center
- Onsite café and nearby restaurants
- Free onsite parking available Mondays and Fridays, subject to change
- Free offsite parking available with shuttle service Tuesdays, Wednesdays and Thursdays
Contact Information
The Human Resources Contact is available to answer questions regarding the position or application process.
Human Resources Contact:
HRSD Selection Services
(916) 795-2444
Recruitment@calpers.ca.gov
Please direct requests for Reasonable Accommodations to the interview scheduler at the time the interview is being scheduled. You may direct any additional questions regarding Reasonable Accommodations or Equal Employment Opportunity for this position(s) to the Department's EEO Office.
EEO Contact:
CalPERS EEO
(916) 795-3675
EEO@calpers.ca.gov
California Relay Service: 1-800-735-2929 (TTY), 1-800-735-2922 (Voice) TTY is a Telecommunications Device for the Deaf, and is reachable only from phones equipped with a TTY Device.
Additional Information
Live Scan
Candidates not currently employed at CalPERS are required to submit to a criminal history review process utilizing Live Scan fingerprinting.
CalPERS Disclosure Requirements
If employed, you may be subject to rules imposed by Personal Trading Regulations and Conflict of Interest Code that apply to CalPERS team members, which require disclosure of certain investment information and use of a designated trading platform for securities transactions, as well as filing a Statement of Economic Interest (Form 700)
Sponsorship
This position is not eligible for visa sponsorship. Applicants must be authorized to work in the US without the need for a visa sponsorship now or in the future.
Please do not include any confidential information on any documents in your application package. Confidential information that should be excluded or removed from these documents include, but is not limited to, your social security number, date of birth, marital status, personal photos, a copy of your driver's license, equal employment opportunity data, examination scores, and LEAP status.
Equal Opportunity Employer
The State of California is an equal opportunity employer to all, regardless of age, ancestry, color, disability (mental and physical), exercising the right to family care and medical leave, gender, gender expression, gender identity, genetic information, marital status, medical condition, military or veteran status, national origin, political affiliation, race, religious creed, sex (includes pregnancy, childbirth, breastfeeding and related medical conditions), and sexual orientation.
It is an objective of the State of California to achieve a drug-free work place. Any applicant for state employment will be expected to behave in accordance with this objective because the use of illegal drugs is inconsistent with the law of the State, the rules governing Civil Service, and the special trust placed in public servants.
Created: 2024-10-13
Reference: JC-453353
Country: United States
State: California
City: Sacramento
ZIP: 95820
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