Contact Center Senior Manager (LT)

Job Description and Duties

Please note that this is a limited-term position with the possibility of being extended up to 24 months or becoming permanent.

Current In-Office Requirement: Two (2) days per week (Tuesdays and Wednesdays)

The CalSTRS Customer Service Division is seeking a motivated individual to work as a Supervisor II over the Contact Center Team.

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 the Customer Service Assistant Director (Manager II), the Contact Center Senior Manager (Supervisor II) leads, plans, organizes, and directs daily Contact Center operations both in-person and/or remote environments. The Supervisor II oversees the performance of Contact Center staff through four subordinate Team Managers (Supervisor l) and works in close partnership with another Senior Manager over the Contact Center, Senior Manager over Production Support, and Senior Manager over Learning & Quality Assessment to run daily operations for the Customer Service Contact Center.

The ideal candidate will possess the following skills:

• Experienced contact center leader
• Extensive knowledge of and experience in the contact center industry
• Strong commitment to delivering quality customer service
• Ability to offer succinct, value-added recommendations, exercise sound judgement, and make effective decisions, ability to work collaboratively with staff, project managers and business area subject matter experts
• Ability to evaluate program performance and effectiveness
• Ability to solve problems, promote new ideas and develop new approaches to achieve established vision and strategies
• Demonstrate willingness and experience developing personally and professionally, continued learning and self-improvement
• Experience leading organizational teams through enterprise system implementations

Every 12 months, based on performance evaluation, employees may receive a 5% salary increase until they reach the maximum salary for the position.

In July 2025, the State of California implemented the Personal Leave Program 2025. This program reduces employees’ monthly base pay in exchange for paid leave credits. This position is subject to PLP 2025 and will have a monthly base pay reduction of 3% in exchange for 5 hours of leave credits for the duration of the program. The salary ranges shown on this job posting do not reflect the reduced amounts.

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

You will find additional information about the job in the .

Working Conditions

CalSTRS offers a hybrid approach including in-office and remote work solutions based on business needs.

All staff of CalSTRS are employees of the State of California and subject to California employment taxes and withholdings. Upon appointment, staff are required to provide a current California address to CalSTRS Human Resources to be used as a remote work location.

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 with CalSTRS.

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 an 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 (2) pages and must use single-spacing, 12-point Arial font, and 1-inch margins. Include your full name at the top of each page. Number and address each question as follows:

1. Please detail your professional work experience working with and leading leaders.

2. Please describe your experience leading, directing, and managing a diverse team to achieve performance objectives in a fast-paced, production, and customer centric environment.
3. Provide an example of how you have successfully led a change effort with broad impact. Explain how you engaged staff in the process, the challenges you faced, and the results of your efforts.

Exam

This position requires a current Supervisor II examination. If you need to take the examination or if your score has expired, click here to gain list eligibility.

CalSTRS Personal Trading Program

Investment Branch employees are required to participate in the CalSTRS Personal Trading Program which allows CalSTRS to monitor employees’ personal trading transactions in order to reduce risks associated with insider trading, front running, and misusing material non-public information. Upon accepting a position within the Investment Branch, you will be required to disclose your personal broker account information and be required to utilize a personal broker from a designated list as provided by CalSTRS.

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) .

Incompatible Activities

This position is subject to the provisions of Government Code Section 19990 . Upon accepting a position at CalSTRS, you will also be required to comply with the CalSTRS Incompatible Activities Policy by ensuring that outside work or activities are compatible and align with your professional activities or workplace obligations.

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

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

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: 815-430-4801-905, RPA, JC-522823.
• 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.
• Submission of an incomplete STD 678 may result in disqualification.

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 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.