Service Center Supervisor

Job Description and Duties

Are you ready to begin your leadership journey with Covered California? Apply to become our next Service Center Supervisor!

What Type of Impact Will You Make?

As the Service Center Supervisor, you will be responsible for monitoring, assisting, mentoring, and coaching lead and regular Service Center Representatives (Program Technician IIs and IIIs) to develop them into successful and effective employees. You will be able to help grow and improve employees, so they are able to promote, while also developing and improving upon your own leadership and supervisory skills so you are ready for the next step in your career path. We are looking for someone who has previous experience working in a fast-paced call center environment and participating in the selection, training, and supervising of staff. If this sounds like the job for you, submit your application today!

At Covered California, we recognize our employees are our most valuable asset. We have a variety of career fields that help make a difference in the lives of Californians, and we’re looking for talented and enthusiastic individuals to join our team! Learn more about why you should join the .

This position is located in Sacramento County.

NOTE: To be considered for this job opportunity, applicants must be reachable on an employment list, have transfer eligibility, or have reinstatement eligibility. If you are new to California State service and you do not have list eligibility, you must take the exam for this classification. To gain employment list eligibility, please to access the exam bulletin.

NOTE: Possession of minimum qualifications will be verified prior to an interview and/or appointment . If it is determined an applicant does not meet the minimum qualifications, the applicant's name may be removed from the eligibility list.

You will find additional information about the job in the .

Working Conditions

• This position may be eligible for telework. The amount of telework is at the discretion of the Department and is based on Covered California’s current telework policy. While Covered California supports telework, in-person attendance may be required based on operational needs. Employees are expected to be able to report to their worksite with minimal notification if an urgent need arises, as determined by the Department.
• Employees are no longer required to submit Covered California’s Self-Screening Questionnaire prior to coming onsite. Additionally, the State of California COVID-19 Testing Program requirements, along with COVID-19 vaccination verification are no longer needed. Covered California’s COVID-19 Prevention Plan has been updated to incorporate the revised CDPH Public Health Officer Orders.

Special Requirements

Statement of Qualifications (SOQ) Instructions: A SOQ is required to apply. The SOQ will be used as a pre-interview screening tool. Applicants who do not follow the SOQ instructions and/or do not answer the prompt as stated below will not be considered.

Artificial Intelligence (AI) tools can be useful in the development of written responses; however, it is important to use these tools responsibly and ethically. Where assistive tools may be used, responses within the SOQ should be your own original work. Applicants must write in their own words and avoid plagiarism. Failure to comply may be cause for disqualification.

The Statement of Qualifications (SOQ) must be a narrative discussion of how your education, experience, skills, and training meet the minimum and desirable qualifications to qualify you for the position. It also serves as documentation of your ability to present information clearly and concisely in writing. Your SOQ must be typed, Arial 12 pt. font, and no more than two pages in length.

1. Describe your knowledge and experience in supervising, coaching, mentoring, and directing employees or teams. Include how you have implemented performance improvement plans, fostered professional growth, and encouraged continuous improvement among your staff or team members.

1. Describe your experience handling a high-volume workload. Explain the strategies you used to prioritize tasks, manage resources, and ensure measurable goals and objectives were successfully met.

For assistance in completing the SOQ, you may want to consider watching the following video from CalHR's Training Catalog:

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:

• Experience in the selection and training of employees including recruitment, interviews, reference checks, hiring documentation, training, and performance reviews
• Knowledge of public health and health care industry services, programs, and trends
• Experience reviewing, interpreting, and implementing policies and procedures
• Experience working with call center performance metrics and a variety of phone equipment and systems
• Experience working as part of a team and collaborating with others to meet objectives
• Advanced ability and experience with planning, organizing, and managing workloads to efficiently and effectively coordinate the work of subordinates

Benefits

The State of California offers a comprehensive benefits package that includes Health, Vision, Dental, Retirement, and an array of other options. For more information on the benefits offered by the State of California, please click below:

Pre-Employment Requirements

Background Check: All applicants shall be subject to a pre-employment background investigation. The investigation will consist of completion of a pre-employment questionnaire, fingerprinting, and an inquiry to the Department of Justice and Federal Bureau of Investigation to disclose criminal records.

Per GC 100500 (f)(1)'...staff of the Exchange shall not be employed by, a consultant to, a member of the board of directors of, affiliated with, or otherwise a representative of, a carrier or other insurer, and agent or broker, a health care provider, or a health care facility or health clinic while serving on the board or on the staff of the Covered California. A member of the board or of the staff of the Exchange shall not be a member, a board member, or an employee of a trade association of carriers, health facilities, health clinics, or health care providers while serving on the board or on the staff of the Exchange.' Applicants who may fall under Government Code 100500(f)(1) will be considered ineligible for appointment with the Covered California.

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 -

  Please attach your SOQ to your application. Applications received without an SOQ may not be considered. Resumes and cover letters will not be accepted in place of an SOQ. Please see the above “Special Requirements” section for SOQ instructions.