Customer Contact Center Team Leader

Job Description and Duties

Anticipated Interview Dates: We anticipate Virtual interviews being held beginning the week of December 3, 2025. We look forward to meeting with you!

California Public Employees' Retirement System (CalPERS) seeks a Staff Services Manager I (SSM I) in the Customer Experience Division (CXD), Customer Contact Center (CCC) section Member Team.

Under the general direction of the Contact Center Staff Services Manager II (SSM II), the SSM I responsibilities include working with Division Management to support the goals and objectives of the Division and the direct managing of the day-to-day operations of a Contact Center Unit. Duties include personnel management with respect to hiring, training, assignments, employee performance, employee recognition, organizing, planning, projects, coordinating workplace activities, and other related areas of supervision to ensure a productive and cohesive work environment..

Telework Information: This position is eligible for a full-time remote schedule, with a requirement to occasionally report to the office.

Sponsorship
This position is not eligible for visa sponsorship. Applicants must be authorized to work in the United States without the need for visa sponsorship. CalPERS does not participate in E-Verify for employment authorization purposes.

Effective July 1, 2025, The California Department of Human Resources (CalHR) implemented the Personal Leave Program 2025 (PLP 2025). PLP 2025 directs that each employee shall receive a 3 percent reduction in pay in exchange for 5 hours PLP 2025 leave credits, monthly. The salary range(s) included in the job advertisement do not reflect the 3 percent reduction in pay.

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You will find additional information about the job in the .

Special Requirements

Please provide a Statement of Qualifications (SOQ) for the hiring manager’s review. Applications received without an SOQ or those that do not respond to the specific questions below will not be considered .

The SOQ must be typed, titled “Statement of Qualifications,” and each response must be numbered and list all relevant experience, education, and training, including places of employment, dates, and duties performed. The SOQ must not exceed one page in length and must have 11 point Arial font.

1. What motivates you to be a leader? Please describe why you think you would be the best candidate for this position. Include relevant experience, your strengths, qualifications, and how they would apply to the duties and responsibilities indicated on the Staff Services Manager I duty statement.
2. Being responsive is critical in this role. What strategies have you used to ensure that you’re communicating timely and effectively across all levels?
3. Describe your experience working in a Contact Center environment. Please include your level of understanding of established metrics, Key Performance Indicators, or expectations, which can include call handle times, schedule adherence and conformance, customer service feedback, and quality evaluations.

Minimum Qualifications

All experience and education relating to the Minimum Qualifications (MQs) listed on the Classification Specification should be included in your application package to clearly demonstrate how you meet the MQs for this position. If you are using education to meet MQs, please include your transcripts with your application package. If you have a degree from outside of the United States, you must submit an evaluation of this degree to determine the US equivalency. If you need an evaluation, you can visit the National Association of Credential Evaluation Services (NACES) website to find organizations that provide these services. The Classification Specification is located on this Job Posting under "Minimum Requirements."

Please Note: You may need to pass an examination to establish list eligibility prior to a final offer of employment. To find and take an exam, visit CalHR’s CalCareers website . Career Services & Outreach

Need help with your state application, resume, Statement of Qualifications, or interview preparation?
The CalPERS Career Services & Outreach (CSO) team provides comprehensive support throughout the CalPERS hiring process. Our services include one-on-one online consultations for application assistance, Statement of Qualification review, and interview preparation. To schedule an appointment and receive personalized guidance from our team, please use the following booking link: CalPERS Career Services Consultations .

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 monitoring complete staff work in all work-related activities.
• Demonstrate effective communication practices in all workplace interactions, both verbally and in writing.
• Experience managing and maintaining records related to informal, formal, and corrective actions.
• Utilize appropriate interpersonal styles and methods in coaching individuals or groups toward the accomplishment of defined tasks.
• Experience working in a challenging work environment while maintaining a professional demeanor.

Benefits

CalPERS team members are eligible for a number of benefits. Health benefits and leave programs are available for most team members. Benefit eligibility may depend on length of service and collective bargaining agreements.

Some added benefits CalPERS offers include:

• Alternate Work Schedules
• Flexible Work Hours
• Onsite childcare facility
• Onsite fitness center
• Onsite café and nearby restaurants
• Free onsite parking available Mondays and Fridays, subject to change
• Free offsite parking available with shuttle service Tuesdays, Wednesdays and Thursdays

For more details about employee benefits, visit the California Department of Human Resources website.

Additional Information

Live Scan
Candidates not currently employed at CalPERS are required to submit to a criminal history review process utilizing Live Scan fingerprinting.

CalPERS Disclosure Requirements
If employed, you may be subject to rules imposed by Personal Trading Regulations and Conflict of Interest Code that apply to CalPERS team members, 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)

Sponsorship
This position is not eligible for visa sponsorship. Applicants must be authorized to work in the United States without the need for visa sponsorship. CalPERS does not participate in E-Verify for employment authorization purposes.

Please do not include any confidential information on any documents in your application package. Confidential information that should be excluded or removed from these documents include, but is not limited to, your social security number, date of birth, marital status, personal photos, a copy of your driver’s license, equal employment opportunity data, examination scores, and LEAP status.

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 - In addition to completing your online job application, you must provide a Statement of Qualifications (SOQ) for the hiring manager’s review. Please see the Special Requirements section for instructions and questions for the SOQ. Applications received without an SOQ will not be considered . We ask that you not use Artificial Intelligence assistance when composing your written response. Written responses are an attempt to assess and gain an understanding of your personal writing and communication skills and abilities.