Job Posting: Workforce Operations Lead Analyst or Workforce Operations Analyst

Employment Development Department

JC-530225
-
Workforce Operations Lead Analyst or Workforce Operations Analyst
ANALYST II

$6,031.00 - $7,547.00 per Month
New to State candidates will be hired into the minimum salary of the classification or minimum of alternate range when applicable.

Final Filing Date: 9/6/2026

Job Description and Duties

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THIS POSITION MAY BE ELIGIBLE FOR A HYBRID WORK SCHEDULE. THE AMOUNT OF TELEWORK IS AT THE DISCRETION OF THE DEPARTMENT AND IS SUBJECT TO CHANGE AS BUSINESS NEEDS ARISE.

Shape the Future of Service for Millions of Californians — Join the Unemployment Insurance Command Center Division!

Are you energized by fast-paced operations, smart forecasting, and making a real difference in people’s lives? The Unemployment Insurance Command Center Division (UICCD) is looking for a driven, detail-oriented professional who thrives on coordination, problem-solving, and helping teams perform at their best.

At UICCD, we’re the operational nerve center behind California’s Unemployment Insurance program. Our team forecasts statewide customer demand, aligns staffing resources, and ensures that when Californians need support, we’re ready. We move quickly. We think strategically. And we’re always focused on delivering exceptional service.

Meet the Workforce Operations Group:
Inside UICCD, the Workforce Operations Group keeps everything running smoothly in real time. We manage phone and off-phone workloads, balance staffing across multiple functions, and monitor UI inventories to ensure service levels stay strong around the clock. If you enjoy the thrill of keeping a complex system humming, this is where you’ll want to be.

Your Role - Workforce Operations Analyst:
As a Workforce Operations Analyst, you’ll be one of the key players powering our daily operations. Your work will directly shape how efficiently and effectively we help Californians. In this role, you will:

  • Run and optimize Workforce Management and Virtual Contact Center systems.
  • Process schedule changes and maintain employee skill profiles.
  • Monitor real-time adherence to make sure our teams are where they need to be.
  • Align forecasted schedules with daily realities to keep performance on track.
  • Support continuous improvement through analysis, communication, and collaboration.
  • Help drive operational excellence across the UI Branch.
This is a great fit for someone who enjoys connecting data with people, staying one step ahead of shifting workload demands, and bringing clarity to fast-moving environments.

Why You’ll Love Working With Us

You’ll join a passionate team dedicated to public service, innovative thinking, and helping Californians access benefits quickly and smoothly. Every day brings new challenges—and new opportunities to make a meaningful impact.

Bring your analytical strengths, customer-focused mindset, and excellent communication skills. We’ll bring the mission, the momentum, and a team that values your expertise.

Ready to be part of something bigger? Join us and help shape service excellence for the entire state of California.

Effective July 1, 2025, specific Bargaining Units and associated Excluded State employees are subject to a salary reduction between 2% - 4.62% in exchange for hours in the Personal Leave Program 2025 (PLP 2025) per month. For more details, please click here to visit the California Department of Human Resources (CalHR) website.

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

Working Conditions

Visa Sponsorship

This position is not eligible for visa sponsorship. Applicants must be authorized to work in the US without the need for visa sponsorship by the start date of employment.

Frequent travel to the closest EDD UI Field Office or the Rancho Cordova Office for equipment exchange or as needed.

Minimum Requirements

You will find the Minimum Requirements in the Class Specification.

Additional Documents

Position Details

Job Code #:
JC-530225
Position #(s):
280-355-5393-709
Working Title:
Workforce Operations Lead Analyst or Workforce Operations Analyst
Classification:
ANALYST II
$6,031.00 - $7,547.00 A
New to State candidates will be hired into the minimum salary of the classification or minimum of alternate range when applicable.
ANALYST I
$3,861.00 - $4,839.00 A
$4,181.00 - $5,233.00 B
$5,014.00 - $6,276.00 C
# of Positions:
1
Work Location:
United States
Telework:
Hybrid
Job Type:
Permanent, Full Time
Work Shift:
8:00 a.m. - 5:00 p.m.
Work Week:
Monday - Friday

Department Information

The Employment Development Department (EDD) is one of the largest State departments with employees at hundreds of service locations.  For more than 70 years, the EDD has connected millions of job seekers and employers in an effort to build the economy of the Golden State.  In order to continue our mission, we are constantly looking for the best and the brightest to join our ranks.  Working at EDD presents many opportunities.  If you strive to make a difference, we invite you to seek a career with EDD.
Department Website: http://www.edd.ca.gov

Special Requirements

It is strongly encouraged to apply through your CalCareer Account at www.calcareers.ca.gov.

Please only submit ONE application.  Electronic applications submitted through your CalCareer Account are highly recommended and will be received/processed faster than other methods of filing.

If you are unable to apply electronically through your CalCareer account, please mail a completed and signed State Examination/Employment Application STD Form 678 and application package to the mailing address provided in the “Application Instructions’ section below and ensure the following:

  • Clearly indicate the Job Code #, Position Number and the Classification Title of this position in the “Examination or Job Title(s) For Which You Are Applying” section located on Page 3 of your State Examination/Employment STD Form 678.

  • Clearly indicate the basis of your eligibility (list, transfer, reinstatement, etc.) in the “Explanations” section located on Page 3 of your State Examination/Employment Application STD Form 678.

  • Remove and do not submit the “Equal Employment Opportunity” questionnaire (Page 10) with your completed State Examination/Employment Application STD Form 678.  This page is for examination use only.

  • Do not include your full Social Security Number on your documents and/or do not provide any LEAP information.

Examination/Assessment

If selected for hire, you must obtain list eligibility by taking and passing the examination. If you already have list eligibility for this classification, you do not need to retake the examination unless your list eligibility has expired.

Click the examination link below for more information and to take the exam:

Analyst II Bulletin

Analyst I Bulletin

For more information about the State hiring process, click here. To watch tutorials on how to apply for a State job, click here.

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: 9/6/2026

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:

Employment Development Department
Mail In Address
Attn: Job Control #530225
Human Resource Services Division, MIC 54
PO Box 826880
Sacramento, CA 94280-0001

Address for Drop-Off Application Packages

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

Employment Development Department
Drop Off Address
Attn: Job Control #530225
EDD/Human Resource Services Division
1416 9th Street, 1st floor lobby
Sacramento, CA 95814
08:00 AM - 04:30 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.
  • Degree and/or School Transcripts
  • Statement of Qualifications - A Statement of Qualifications (SOQ) is Required. Please see “Statement of Qualifications Requirements” section for more information about the SOQ.
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:
  • Ability to apply new ways of thinking, ability to solve problems, create new ideas, and develop new approaches to optimize results.
  • Ability to work in a fast-paced environment that is impacted by conflicting deadlines and customer priorities.
  • Demonstrates the ability to remain flexible with constantly changing priorities.
  • Demonstrates the ability to work independently and in a team environment.
  • Demonstrates the ability to effectively communicate (both verbal and written) and collaborate with internal and external stakeholders.
  • Demonstrates ability to use tact and good judgment.
  • Excellent communication skills, verbal and written, to ensure quality customer service and to communicate with other team members, stakeholders, and those contacted in the workplace.
  • Experience in data trends and data analysis. 
  • Experience with contact center methodologies and contact center technologies. 
  • Experience with improving the customer experience.
  • Experience with organizational change management and communication change management.
  • Experience in working with Information Technology (IT) stakeholders and contract vendors.
  • Experience with system testing, system design, system implementation, etc.
  • Experience in recommending or implementing process improvement strategies (e.g., Business Process Innovation, etc.).
  • Experience in facilitation and negotiation techniques to promote collaboration amongst diverse team members and groups.
  • Experience with Microsoft Suite, including SharePoint, Visio, Excel, Project, and Word.
  • Experience motivating others to achieve the Department's mission, goals, and values, and encourages a diversity of opinions.
  • Knowledge of and ability to apply the principles, methods, techniques, and tools for developing, scheduling, coordinating, and managing competing priorities/activities.

Benefits

Benefit information can be found on the CalHR website, www.calhr.ca.gov, and the CalPERS website, www.calpers.ca.gov.

Contact Information

The Hiring Unit Contact is available to answer questions regarding the position or application process.

Department Website: http://www.edd.ca.gov
Hiring Unit Contact:
Margarita Gaytan Barajas
(916) 841-4902
Margarita.Gaytanbarajas@edd.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
(916) 654-8434
Accessibility@edd.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.

Statement of Qualifications Requirements

A Statement of Qualifications (SOQ) is Required. The SOQ serves as documentation of each candidate’s ability to present information clearly and concisely in writing.  The SOQ is not a resume or cover letter. Resumes and/or Cover Letters DO NOT take the place of the SOQ. Applications received without an SOQ or an SOQ submitted without following instructions may not receive further consideration and may be excluded from the hiring process.

The SOQ will be considered the first phase of the hiring process for this position. If your qualifications are competitive, you will be invited to an interview. The SOQ should be typed and not more than two pages in length, not less than 12 point font, single-spaced, with margins not less than one inch, including your first and last name at the top of the page. SOQ must be numbered and completed in the exact order the following questions are presented: 

  1. Describe your experience researching, analyzing, and evaluating operational issues, data trends, or business processes. Include a specific example of how you identified a problem, developed recommendations, and communicated your findings to leadership or stakeholders. Describe the tools, methods, or resources you used and the outcome of your efforts.
  2. Describe your experience using technology, reporting tools, or data to support business operations, decision-making, or process improvements. Include an example of how you used reporting or data to solve a problem, improve a process, or support a business need.
  3. Describe a situation in which you collaborated with multiple stakeholders, teams, or leadership groups to complete a project or assignment. Include your role, how you managed communication and expectations, and the outcome.
  4. Describe your experience managing multiple assignments, competing priorities, and urgent deadlines. Include a specific example of how you organized your workload, adapted to changing priorities, ensured assignments were completed accurately and on time, and the outcome of your efforts.

We ask that you do not use Artificial Intelligence assistance when composing your written response. Written responses are an attempt to assess and gain an understanding of your personal writing and communication skills and abilities.

Background Investigation Requirement

The position(s) may require an applicant to pass a background investigation. However, applicants will not be asked to provide information about a conviction history unless they receive a conditional offer of employment.

The department will make an individualized assessment of whether the conviction history has a direct or adverse relationship with the specific duties of the job and the work performed by the department. The department will consider potential mitigating factors, including, but not limited to, evidence and extent of rehabilitation, recency, nature and seriousness, and age at the time of the offense(s).

The investigation will consist of completion of a personal history statement and fingerprinting checks with the Federal Bureau of Investigation, Department of Justice, and/or local law enforcement agencies. Anyone failing to pass the background investigation will be provided information on how to appeal the process. A criminal conviction may not result in an automatic determination of "Not Qualified."

ADDITIONAL DEPARTMENT INFORMATION

The Employment Development Department may require a new probation in accordance with applicable probationary period rules.

Click on the link to complete the Employment Development Department Recruitment Survey: EDD Recruitment Survey

Merit System Principles
Information regarding Merit System Principles provided to public employees by the State Civil Service Act can be found on the CalHR website at https://www.calhr.ca.gov/Training/Pages/performance-management-merit-system-principles.aspx

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.

Application Methods:
Electronic (Using your CalCareer Account)
By Mail
Drop-off
Print Job