The CalSTRS Customer Service Division is seeking a motivated individual to work as a Staff Services Manager I on 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 a Contact Center Manager (Staff Services Manager II), the Team Manager (Staff Services Manager I) leads, plans, organizes, and directs the performance of a team of six to eight Contact Center Analysts both in person and/or remote environments. This position requires regular and consistent attendance; and ensures there is sufficient supervisory coverage on the floor during the Contact Center hours of operation, including opening and closing shifts.
The ideal candidate will possess the following skills:
- Demonstrate capacity to lead a diverse team to achieve performance objectives in a fast-paced production environment.
- Experience applying and interpreting laws, rules, policy, and procedures.
- Demonstrate willingness to take initiative, learn, adapt, be flexible, and resilient while acclimating to multiple changing priorities.
- Enthusiasm in developing and mentoring staff at various classification levels.
- Excellent verbal and written communication skills.
- Ability to build and maintain effective, positive, and collaborative working relationships with subordinates, peers, leaders, and team members.
- Ability to manage and resolve conflict positively and effectively.
Every 12 months, based on performance evaluation, employees may receive a 5% salary increase until they reach the maximum salary for the position.
You will find additional information about the job in the Duty Statement.
