Call Center and Program Support Supervisor

Job Description and Duties

Under the general direction of the Staff Services Manager I (SSM I), the Supervising Program Technician III (SPT III) is responsible for the daily supervision of remote and office-centered staff handling telephone calls, in-person inquiries, written or electronic inquiries, and the retention of records, related to the Bureau of Automotive Repair's Consumer Assistance Program (CAP) within the Phone, Mail and Filing Unit.

* Please refer to the "Application Instructions" and "Additional Information" for instructions on how to apply*.

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.

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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 .

Working Conditions

Candidates who reside outside of California may be admitted to the job interview. However, they must reside in the state of California once they are hired and start working.

The incumbent will work 40 hours per week in either an approved off-site location and/or in an office setting determined by the SSM I. When in in an office setting the incumbent will work with artificial light and temperature control. No specific physical requirements are present: Daily access to and use of a personal computer, telephone, copier, scanner and other office equipment is required. Access to high-speed internet will be required while working at an approved off-site location. Sitting and standing are consistent with office work.

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:

Bilingual Spanish preferred
Strong knowledge, skills and experience in:
• Leadership
• Effective principles of supervision
• Mentoring and coaching staff
• Time management
• Prioritizing multiple projects
• Problem resolution
• Microsoft Office applications (e.g., Word, Excel, Outlook, etc.)
• Monitoring and analyzing call center performance metrics, including experience with virtual call center environments.
• Interacting effectively with the public and all levels of departmental personnel and establish and maintain cooperative working relationships
• Taking initiative, be flexible, work independently, and have the willingness to learn new duties
• Candidate should be able to handle sensitive and confidential information with tact and diplomacy and maintain regular, consistent, and be predictable attendance in the performance of these specific functions

Benefits

Benefit information can be found on the website and the

ADDITIONAL INFORMATION

Employment information on the STD 678 MUST be completed with dates, duties and responsibilities, and contact names and phone numbers of supervisors. Failure to submit a completed STD 678 may result in you being screened out. Only the most qualified candidates will be invited to an interview.

If you are using education to meet the minimum qualifications, as specified in the classification specification (), 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.

DO NOT include confidential information such as social security numbers, date of birth, marital status, equal employment opportunity data, examination scores, or LEAP information.

Electronic applications through your CalCareer Account are highly recommended.

Applicants who wish to submit hard copy applications shall use the most current version of the State application (STD 678),

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 Cal Career account. The application packages must be received electronically by 11:59 p.m. on the final filing date as stated 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). The drop off location may be non-operational on weekends and holidays.

Please note that the Cal Career system will not allow you to resubmit your application once you withdraw it. If you have any updates to your online application after you have submitted it, please contact the Recruitment Technician at [email protected] . For all other questions regarding your CalHR Cal Careers account, you may contact the Cal Career Unit at (866) 844-8671.

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 optional. It may be included, but is not required.
• Statement of Qualifications - The SOQ must be no more than two pages in length, single-spaced, and use a 12-point font. You must indicate your Full Name and Job Control Number at the top right corner and answer the following questions:
  1. Describe how you lead and motivate your team. Please provide an example.
  2. Describe a situation from your work experience where you had to work with an individual from another unit or team to achieve a common goal. How did you collaborate and communicate with each other to ensure that the goal was successfully achieved?
  3. Describe your experience training or mentoring employees in a fast-paced environment. What methods did you use to develop their skills and ensure successful performance.
  When completing the SOQ, be sure to include all relevant experience, education, and training, which qualify you to perform the duties outlined in the duty statement. Identify when the experience was gained and the duties you performed. If your qualifications are competitive, you will be invited to come in for an on-site interview.
  A resume, cover letter, or other material does not substitute for the SOQ and will not be evaluated or considered as responses to the SOQ.
  Incomplete or missing responses to the information requested may negatively impact the assessment of your qualifications.