What are the responsibilities and job description for the Contact Center Team Manager position at CalSTRS?
Applications must be submitted through CalCareers: https://www.calcareers.ca.gov/CalHrPublic/Jobs/JobPosting.aspx?JobControlId=295814
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.
Job Type: Full-time
Pay: $6,403.00 - $7,954.00 per month
Benefits:
- Dental insurance
- Disability insurance
- Employee assistance program
- Health insurance
- Health savings account
- Paid time off
- Paid training
- Parental leave
- Vision insurance
Schedule:
- 8 hour shift
- Monday to Friday
COVID-19 considerations:
CalSTRS is closely monitoring the status of COVID-19 to ensure 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.
Work Location: One location
