Silent and side-by-side monitor incoming calls for accuracy of information and customer service and provide continuous feedback to phone agents. Coach, mentor and develop phone agents by provided feedback on a daily, weekly, monthly and annual appraisals of staff work. Plan, organize, direct, review and evaluate the work of Call Center Program Technicians, Program Technician II's and intermittent employees. Assign work, establish priorities, and adjust workload and duties as necessary to accomplish the objectives of the division. Monitor call volume, service levels and phone agent activity utilizing the Contact Center Management Symposium. Continuously review and analyze the needs of the Call Center and manage the routing of incoming calls to agents. Monitor staff attendance, review time sheets for accuracy, ensuring operational needs are met at all times. Review and comprehend telephone statistics reports produced daily, weekly, and monthly to identify strengths and weaknesses in areas including talk time, available staff time between calls, down time, etc. and provide instructional feedback to agents. Closely coordinate with other call center supervisors and proactively keep management informed of Call Center issues. Please see duty statement for more duties.

In all job functions, employees are responsible for creating an inclusive, safe, and secure work environment that values diverse cultures, perspectives, and experiences, and is free from discrimination. Employees are expected to provide all members of the public equitable services and treatment, collaborate with underserved communities and tribal governments, and work toward improving outcomes for all Californians.

Please let us know how you heard about our position by taking this brief survey.

https://forms.office.com/g/ZDz01HNTGG

CalCareers Exams: Once you find the job you want, we need to learn more about you. We will evaluate your education, experience, abilities, and knowledge through an assessment. The assessment process can take many forms, including an interview or exam, depending on the job.

You will find additional information about the job in the Duty Statement .

Working Conditions
The incumbent works 40 hours per week in an office setting, with artificial light and temperature control. The following are essential to this job: Daily access to and use of a personal computer and telephone. Use of a computer mouse and minimal intermittent keyboarding (computer and phone keypad) is required (key data entry only; continuous typing is not performed). Sitting and standing requirements are consistent with Call Center work. Motorized workstations and wireless or wire headsets are utilized to allow sitting, standing and mobility while working.

A hybrid telework schedule is available.

Minimum Requirements You will find the Minimum Requirements in the Class Specification.

• SUPERVISING PROGRAM TECHNICIAN II

Additional Documents

• Job Application Package Checklist
• Duty Statement

Position Details Job Code #:
JC-429441

Position #(s):
605-200-9925-003
605-200-9925-XXX

Working Title:
Supervisor of Phone Agents

Classification:
SUPERVISING PROGRAM TECHNICIAN II $4,124.00 - $5,167.00

# of Positions:
Multiple

Work Location:
Sacramento County

Telework:
Hybrid

Job Type:
Permanent, Full Time

Facility:
Communications Division

Department Information The CIC Call Center is the primary DCA contact for the public, licensees, applicants and other governmental agencies. CIC staff work independently to respond and resolve the more difficult and complex licensing issues and provide clarification on licensing requirements. The Call Center receives 40,000 - 60,000 calls per month from licensees and applicants as well as from consumers who are unsure who to call and contact DCA for a referral to the correct agency to resolve their issue. The SPT II is responsible for first level supervision and oversight of staff (agents) engaged in responding to telephone calls from departmental licensees and the general public.

The Department of Consumer Affairs (DCA) has many exciting career opportunities available and is dedicated to hiring and retaining qualified employees. DCA is committed to diversity, equity, inclusion, and accessibility in carrying out its consumer protection mission, and DCA solidifies this commitment starting with its recruitment efforts. DCA enriches its diversity through a workforce that reflects the population it serves, delivers successful results through inclusive team work where all contributions are valued, ensures every employee receives fair opportunities to succeed, and enables all employees to do their best by providing access to tools, resources, information, equipment and career development.

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: 5/6/2024
Who May Apply
Individuals who are currently in the classification, eligible for lateral transfer, eligible for reinstatement, have list 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:

Department of Consumer Affairs
Attn: Recruitment Technician, JC# 429441, GP
1625 North Market Blvd., Suite N-321

Sacramento , CA 95834

Address for Drop-Off Application Packages

You may drop off your application and any applicable or required documents at:

Department of Consumer Affairs
Recruitment Technician, JC# 429441, GP
1625 North Market Blvd., Suite N-321

Sacramento , CA 95834
Please note: The drop off location may be non-operational on weekends and holidays.
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 required and must be included.
• Other - • Resume and Cover letter are required and must be included
  
  Any applicant who fails to submit a resume and cover letter will be automatically disqualified from this recruitment.
  

Applicants requiring reasonable accommodations for the hiring interview process must request the necessary accommodations if scheduled for a hiring interview. The request should be made at the time of contact to schedule the interview. Questions regarding reasonable accommodations may be directed to the EEO contact listed on this job posting.

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:
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:
Supervising skills and experience
Phones/Call Center experience
Exceptional communication skills
Proficient Microsoft/Computer Skills
Flexibility - ability to work in a fast paced environment and adapt to change quickly
Problem - solving and attention to detail

Benefits Benefit information can be found on the CalHR website and the CalPERS website.

FREE PARKING, CAFE ON-SITE

Contact Information
The Hiring Unit Contact is available to answer questions regarding the position or application process.
Hiring Unit Contact:
Korrina Smith
(916) 574-7402
korrina.moreno@dca.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:
EEO Officer
(000) -
eeo1@dca.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 Instructions

If you are using education to meet the minimum qualifications, as specified in the classification specification (http://www.calhr.ca.gov/state-hr-professionals/pages/job-descriptions.aspx), please include a copy of your degree or unofficial transcripts with your application package. Please be aware that if you are selected for the position, you will be required to submit official sealed transcripts.

Using the online application system as specified in the announcement is the preferred method for applying for civil service job opportunities; however, applicants may instead apply by way of U.S. mail, parcel delivery or courier service, or in person, as set forth in this announcement.

Do not include confidential information such as social security numbers, date of birth, marital status, equal employment opportunity data, examination scores, and LEAP information.

Applicants who wish to submit hard copy applications shall use the most current version of the State application (STD. 678). https://jobs.ca.gov/pdf/std678.pdf

Applicants who fail to submit the most current version of the STD. 678 may be disqualified.

Multiple positions may become available.

Electronic Submission:

Application and any applicable required documents may be submitted electronically through CalCareers account. The application packages must be received electronically by 11:59 p.m. on the final filing date as state on the job vacancy announcement.

U.S Postal Service Mail:

Application and any applicable required documents may be submitted by mail. The envelope must be postmarked before or on the final filing date as stated on the job vacancy announcement.

Hand Delivery:

Application and any applicable required documents may be hand delivered by 5:00 p.m. on the final filing date as stated on the job vacancy announcement. Application packages postmarked, personally delivered, or received via interagency mail after 5:00 p.m. on the final filing date will not be accepted for any reason. Do not submit applications to the California Department of Human Resources (CalHR). Drop off location may be non-operational on weekends and holidays.

Please note the CalCareer system will not allow you to make changes to your application information once it is submitted. If you have updates to your online application after you have submitted it, please contact JobPostings@dca.ca.gov. For all other questions, regarding your CalHR CalCareer account, you may contact the CalCareer unit at (866)844-8671.

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.