Job Posting: Contact Center Team Manager

State Teachers' Retirement System

JC-295814
-
Contact Center Team Manager
STAFF SERVICES MANAGER I

$6,403.00 - $7,954.00 per Month

Final Filing Date: 3/22/2022

Job Description and Duties

The CalSTRS Customer Service Division is seeking a motivated individual to work as a Staff Services Manager I in the Contact Center Unit.

Customer Service is the first point of contact for CalSTRS’ members, benefit recipients, and other constituents. Through multiple communication channels which include telephone, secure messaging, and written correspondence, the contact center is responsible for providing excellent member service through accurate, consistent, complete, and timely responses to each inquiry.

The Contact Center provides quality customer service to CalSTRS members, benefit recipients, and others who rely on accurate and timely information to make critical life-impacting decisions.

Under the general direction of a Contact Center Manager (Staff Services Manager II), the Team Manager (Pension Program Manager I) leads, plans, organizes and directs the performance of a team of six to eight Contact Center Analysts both in person and/or remote environments. This position requires regular and consistent attendance; and ensures there is sufficient supervisory coverage on the floor during the Contact Center hours of operation, including opening and closing shifts.

The ideal candidate will possess the following:
  • Demonstrated capacity to lead a diverse team to achieve performance objectives in a fast-paced production environment.
  • Experience applying and interpreting laws, rules, policies, and procedures.
  • Demonstrated willingness to take initiative, learn, adapt, be flexible, and resilient while acclimating to multiple changing priorities.
  • An enthusiasm to develop and mentor staff at various classification levels.
  • Excellent verbal and written communication skills.
  • Demonstrated experience building and maintaining effective, positive, and collaborative working relationships with subordinates, peers, leaders, and team members.
  • Proven ability to resolve conflict and negotiate positively and effectively.

Does this opportunity seem right for you? If so, see the Special Requirements section below and apply now.

CalSTRS COVID-19 Health and Safety Protocols
Mandatory Testing
Unvaccinated employees will be required to be tested for COVID-19 at least once a week prior to working on-site at a CalSTRS facility. Employees who wish to be exempt from mandatory testing must provide proof of being fully vaccinated from COVID-19 to Human Resources.

COVID-19 Impacts to Working at CalSTRS
CalSTRS is closely monitoring the status of COVID-19 and ensuring our staff are supported in a safe work environment. Starting in the Spring of 2022, we will offer a hybrid approach including in-office and remote work solutions.

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

Minimum Requirements

You will find the Minimum Requirements in the Class Specification.

Additional Documents

Position Details

Job Code #:
JC-295814
Position #(s):
815-437-4800-013
Working Title:
Contact Center Team Manager
Classification:
STAFF SERVICES MANAGER I
$6,403.00 - $7,954.00
# of Positions:
1
Work Location:
Yolo County
Job Type:
Permanent, Full Time

Department Information

The California State Teachers' Retirement System (CalSTRS) is the largest educator-only pension fund in the world. CalSTRS proudly provides retirement, disability and survivor benefits to California’s 976,000 public school educators and their families.

We encourage you to join our world-class financial services institution and state agency. Our headquarters and member service centers located across the state feature sustainable construction, plenty of natural lighting and functionally-designed work spaces. At our LEED Platinum headquarters in West Sacramento, enjoy the full service cafe, free onsite fitness center, bicycle library and walks along the Sacramento River. In addition to state-of-the-art amenities, we offer thriving wellness and sustainability programs, an award-winning employee recognition program, and ongoing learning and development opportunities.

Learn more about CalSTRS culture on LinkedIn

Special Requirements

Statement of Qualifications

Interested individuals must submit a Statement of Qualifications (SOQ) in addition to the standard state application (form STD 678). Your SOQ will be considered the first interview for this position. If your qualifications are competitive, you will be invited to a formal interview. When completing the SOQ, please include all relevant experience, education, and training, as applicable, and explain all answers thoroughly. Your SOQ should not exceed two pages, single-spaced, 12-point font and address the following questions:

1. Tell us about your experience leading a team. What challenges did you face?

2. Why are you the best candidate for this position?

Exam

This position requires a current Staff Services Manager I Exam. If you need to take the exam or if your score has expired, click here to gain list eligibility.

Background Investigation

Prior to employment with CalSTRS, a background investigation (BI) will be conducted. The BI consists of a Personal History Statement and fingerprinting through the Department of Justice. The BI will check criminal and civil records and, if applicable, verify education and check driving records.

CalSTRS Disclosure Requirements 

This position may be subject to disclosure and disqualification requirements concerning economic conflict of interest in government work, including the Conflict of Interest Code that applies to CalSTRS team members and the Political Reform Act, 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).

 This position is not eligible for visa sponsorship. Applicants must be authorized to work in the U.S. without the need for visa sponsorship now or in the future.

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: 3/22/2022

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.

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:

State Teachers' Retirement System
Attn: Recruitment
P.O. Box 15275, MS 31
Sacramento, CA 95851-0275

Address for Drop-Off Application Packages

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

State Teachers' Retirement System
CalSTRS, Attn: Recruitment
100 Waterfront Place
West Sacramento, CA 95605
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.
  • Statement of Qualifications - A Statement of Qualifications is required. Please see the Special Requirements section of the job posting for detailed instructions.
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.

Benefits

CalSTRS offers a competitive pay schedule and a work-life-balance for all its employees. The State of California provides comprehensive benefits packages determined by the employee’s bargaining unit and conditions of employment. Some benefits include:

  • Alternative work schedules
  • Flexible work hours
  • Remote work options
  • Medical benefits, including health, dental and vision insurance
  • Paid holidays and a defined benefit retirement program
  • More than four weeks of vacation/sick leave for leaders
  • More than three weeks of vacation/sick leave for staff
  • Health insurance in retirement
  • Employee Assistance Program
  • Loan forgiveness under the federal Public Service Loan Forgiveness Program

For the latest information on the benefits offered by the state of California, explore the Health Benefits Summary provided by CalHR.

Contact Information

The Human Resources Contact is available to answer questions regarding the position or application process.

Human Resources Contact:
Recruitment
(916) 414-4990
Recruitment@CalSTRS.com

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) 414-4933
EEOMailbox@CalSTRS.com
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 APPLICATION INSTRUCTIONS

  • Electronic applications through your CalCareer account are highly recommended. If you are unable to apply electronically through your CalCareer account, please mail or drop off a hard copy of your application packet. Please provide the following information on your application: Position: 815-437-4800-013, RPA 5768, Job Control: 295814
  • If education is being used to meet the minimum qualifications, please submit a copy of your transcripts/degree.

  • Training and development (T&D) assignments may be considered for this position. If you are applying as a T&D, please indicate this in the eligibility section of your application.

  • Candidate may be selected by application packet review only.
  • Multiple positions may be filled from this recruitment.

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.