Call Center Supervisor

Job Description and Duties

Are you an energetic, self-motivated, creative problem-solver with attention to detail?

If so, we encourage you to apply! Under the general direction of the Supervisor II, the Supervisor I oversees team activities in the Call Center 2, Customer Service Section, Program Support and Customer Service Branch within the Operations Division. The incumbent is responsible for managing the day-to-day call center operations of staff that are required to support the child support program including all matters as well as the statewide Call Center platform.

If this sounds like a positive and exciting opportunity for you, then apply and tell us why. We would love to have you join our team!

You will find additional information about the job in the .

Working Conditions

DCSS is a diverse, family-friendly organization. The headquarters office is located in Rancho Cordova convenient to Highway 50, with free parking, close to restaurants and shopping. The facility consists of standard office workspace, within a 2-story building, and may require sitting for long periods of time while using a personal computer, reviewing documents, and attending meetings. The position requires occasional travel to off-site meeting locations, conferences, or training. The work environment is fast paced and requires the incumbent to be flexible, use good time management practices, and effectively identify priorities to complete assignments timely.

This position is eligible for a hybrid work schedule and requires employees work two days, each week, onsite at our headquarters office in Rancho Cordova, CA; however, changes to the hybrid/telework program are at the department's and/or Governor’s discretion. DCSS does utilize a shared workspace or “hoteling” when working in the office. All employees may be required to report in person to the Rancho Cordova headquarters and/or offsite events or locations, as determined by management.

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. We do not accept STEM-OPT. DCSS uses E-Verify in its hiring practices to achieve a lawful workforce. E-Verify is a web-based system that allows enrolled employers to confirm the eligibility of their employees to work in the United States. For more information about E-Verify, please go to

Special Requirements

• The position(s) require(s) a Background Investigation be cleared prior to being hired.

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:

• Ability to foster a collaborative team environment that emphasizes accountability and promotes continuous improvement.
• Ability to promote a high-performance culture by actively coaching, mentoring, providing regular feedback and developing employees to foster professional growth.
• Ability to work well under pressure in a fast-paced and customer service-oriented program environment and to organize/prioritize workload to meet deadlines
• Knowledge of and experience in progressive discipline and corrective action processes.
• Ability to provide quality customer service to all customers, and deal tactfully, professionally and confidentially with all internal and external customers.
• Ability to evaluate situations accurately and take effective action.
• Concise and professional written and verbal communication skills.
• Strong attention to detail, thoroughness, and accuracy.
• Experience with change management to ensure smooth implementation of new processes, technologies, and organizational structures.
• Ability to research and analyze information and interpret laws/regulations, policies, and procedures to proactively make and implement recommendations and decision
• Experience supervising and/or working in a call center and providing excellent customer service with timely resolutions.

Benefits

Benefit information can be found on the CalHR website and the CalPERS website.

Additional Application Instructions

A completed application package must be received in the Human Resources Branch or postmarked by the final filing date and include the following:

On the Examination/Employment Application (STD. 678) enter the Job Control Number and Position Title in the “Examination(s) or Job Title(s) For Which You Are Applying” Section.

“To" and "From" dates (Month/Day/Year) & total hours worked per week for all employment history listed on the STD. 678.

Name, address, & phone numbers of current & former employers and supervisors MUST be listed on the STD. 678.

Cover Letters, Resumes, Statement of Qualifications, etc. DO NOT replace the required STD. 678.

“To" and "From" dates (Month/Day/Year) listed on the Resume (if applicable).

Do not include your Social Security Number, method of eligibility, or LEAP information in your application package.

All required documents listed in the “Required Application Documents” section must be submitted.

Failure to provide the information listed above may disqualify you from consideration for this recruitment.

Electronic applications submitted through your Cal Career account are highly recommended. Applications submitted electronically must be received by 11:59 p.m. on the final filing date.

If you are unable to apply electronically through your Cal Career account, please mail the required application package to the mailing address provided above in the “Application Instructions” section. Applications submitted by mail must be postmarked before or on the final filing date. Mailed applications must include a signature.

If you are using education to meet the Minimum Qualifications for this position, please submit a copy of your unofficial college transcript(s) or diploma. An official, sealed college transcript(s) will be required upon appointment to the position.

For all questions regarding your Cal Careers account, you may contact the Cal Career Unit at 1-(866) 844-8671.

All other questions you can send an email to [email protected] or call 1-916-464-5200.

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 - Statement of Qualifications (SOQ) - A SOQ is required and must be included. Please see below for specific information and instructions.
• Other - Cover Letter - a cover letter is required and must be included.