109 Call Center Operations jobs in Sacramento
Service Delivery Manager
Posted today
Job Viewed
Job Description
**Since 1989, SHI International Corp. has helped organizations change the world through technology. We've grown every year since, and today we're proud to be a $15 billion global provider of IT solutions and services.**
**Over 17,000 organizations worldwide rely on SHI's concierge approach to help them solve what's next.** **But the heartbeat of SHI is our employees - all 6,000 of them.** **If you join our team, you'll enjoy:**
+ **Our commitment to diversity, as the largest minority- and woman-owned enterprise in the U.S.**
+ **Continuous professional growth and leadership opportunities.**
+ **Health, wellness, and financial benefits to offer peace of mind to you and your family.**
+ **World-class facilities and the technology you need to thrive - in our offices or yours.**
**Job Summary**
The Service Delivery Manager supports our Managed Services Expert Support customers. The Service Delivery Manager is responsible for the day-to-day management of customer service delivery and ensuring a high level of customer satisfaction. They will provide the team with the support needed to work efficiently, meet their deadlines, and provide quality service.
**Responsibilities:**
_Include, but not limited to:_
+ May conduct regular team meetings to discuss progress and coach the team on managing customer interactions for improved service relationships.
+ Oversee servicedelivery operations, ensuring high-quality service and customer satisfaction through implementing and improving policies, standards, and procedures.
+ Establish relationships with key clients and stakeholders, and resolve client complaints effectively and timely.
+ Collaborate with internal departments to meet or exceed customer expectations, using feedback to enhance servicedelivery processes.
+ Ensure continuous improvement through analysis, reviews, automation, competence building, and organizational changes.
+ Provide advanced investigation and resolution of incidents, identify trends, and review tickets prior to escalation.
+ May assist in recruitment processes, maintaining the service catalog, and developing staff training plans to meet department goals.
+ Lead renewal discussions with customers and manage the renewal process through completion.
**External Qualifications:**
+ 2+ years working in a direct Customer support role - preferably in a global organization and with Microsoft services.
+ Bachelor's degree or equivalent knowledge and work experience.
+ 2+ years of experience working with incident and request management processes, including Service Level Agreements
+ Demonstrated experience in creating and delivering business reviews and presentations for customers, including analysis of key performance metrics, identification of growth opportunities, and clear communication of value propositions.
**Internal Qualifications:**
+ 2+ year(s) experience within SHI, with positive performance
+ 2+ years working in a direct Customer support role - preferably in a global organization and with Microsoft services.
+ Bachelor's degree or equivalent knowledge and work experience.
+ 2+ years of experience working with incident and request management processes, including Service Level Agreements
+ Demonstrated experience in creating and delivering business reviews and presentations for customers, including analysis of key performance metrics, identification of growth opportunities, and clear communication of value propositions.
**Required Skills:**
+ Intermediate technical knowledge and exceptional interpersonal skills.
+ Strong understanding of Microsoft Services core concepts
+ Exceptional written, verbal, and visual presentation skills
+ Ability to work with key stakeholders and executives across the business and seamlessly deliver results
+ A linear, logical thinking style with the ability to break down and solve difficult problems
+ Ability to give and receive constructive criticism
+ Excellent organizational skills and project/time management abilities
+ Demonstrated ability to navigate challenging customer interactions with professionalism and empathy
**Certifications:**
+ Microsoft 365 Fundamentals, Azure Fundamentals certification, or any advanced Microsoft certification within 2 months of hire is required.
+ Current Microsoft 365 Fundamentals, Azure Fundamentals certification, or any advanced Microsoft certification is preferred.
**Unique Requirements:**
+ Travel up to 10% annually. This travel will primarily be for customer meetings, events, and office.
The base salary for this position is $0,000 - 90,000. The estimated on-target earnings, or OTE, which includes a base salary and bonus/commissions, are 90,000 - 110,000. The compensation for this position is dependent on job-related knowledge, skills, experience, and market location and, therefore, will vary from individual to individual. Benefits may include, but are not limited to, medical, vision, dental, 401K, and flexible spending.
Equal Employment Opportunity - M/F/Disability/Protected Veteran Status
Contact Center Agent
Posted today
Job Viewed
Job Description
Are you a natural problem solver with a friendly personality? Want to work in a place where your voice is valued and your growth is supported?
We're seeking contact center agents who love helping others, thrive in a team, and want more than just another job. Be the voice that makes a difference!
The **Contact Center Agent** is responsible for answering inbound calls to support hurricane disaster relief needs.
**Operation Hours:** 8 am - 8 pm EST Monday-Friday
**Technical Equipment and Remote Office Requirements:**
**Compensation** **:** Hourly rate **plus an additional $5.09 per hour contributed to the Safe Harbor Retirement Plan, 100% vested immediately.**
1. Broadband internet connection with a minimum download speed of 25 Mbps and upload speed of 5 Mbps. No Satellite Connections. **Test your network at speed.cloudflare.com to verify before you apply.** **Take a Screenshot:** **After the test is complete and the screen is resized, take a screenshot that shows the results, including the speed scores, the map, and server details.** **Screenshot must be uploaded under your profile.**
2. Ethernet cable access. Wi-Fi-only connectivity is prohibited.
3. Private and secure workspace within your home. Away from noise and distractions.
4. Computer equipment, monitor, and headset provided.
**Essential Duties and Responsibilities:**
+ Serve as a direct point of contact for individuals registering for disaster assistance.
+ Conduct all calls with patience, tact, and courtesy to determine needs, and provide instructions and /or referrals.
+ Enter information into Windows-based computer database as required, while following instructions and conducting a scripted interview.
+ Provide phone numbers and agency referrals as necessary for applicable secondary support organizations and other assistance.
+ Escalate dissatisfied callers to proper channels.
+ Display excellent communication and customer service skills and exhibit a high level of professionalism in all communications, such as reading, writing, and speaking English fluently.
+ Enter information into Windows-based computer database as required, while following instructions and/or referrals.
**Education and/or Work Experience Requirements:**
+ High School Diploma or equivalent required
+ Must be a U.S. Citizen
+ Must have at least 6 months of customer service-related experience
+ Basic knowledge Microsoft Office Suite
+ Must have high-speed internet connection
**Physical Requirements:**
While performing the duties of this job, the employee is regularly required to stand; walk; sit; use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; talk or hear. The employee is regularly required to sit for prolonged periods of time. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by the job include close vision, distance vision, depth perception, and the ability to adjust focus.
_The above statements are intended to describe the general nature and level of the work being performed by people assigned to this work. This is not an exhaustive list of all duties and responsibilities. Pearl management reserves the right to amend and change responsibilities to meet business and organizational needs as necessary._
**Background Investigation, Security/EQIP Clearance, Drug Screen and Skills Assessments May Be Required**
**_Pearl Interactive Network, LLC is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability._**
Customer Service Delivery Advocate
Posted today
Job Viewed
Job Description
Carvana - JobID: 6731102 (Customer Service Representative) As a Customer Service Advocate (Delivery) at Carvana, you'll: Facilitate and coordinate the delivery of purchased vehicles to customers; Frequently interact with customers in person, by phone, email, and text; Coordinate with customers the delivery of vehicles purchased from Carvana; Keep and maintain accurate detailed notes of customer interactions; Complete a pre-delivery checklist to assure the vehicle is ready for delivery; Promptly respond to customer requests and assist customers to resolve issues and complaints.Hiring Immediately >>
Senior Contact Center Analyst
Posted today
Job Viewed
Job Description
The CalSTRS Customer Service Division is seeking a motivated individual to work as an Associate Governmental Program Analyst in the Contact Center.
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 the Contact Center Team Manager, the Associate Governmental Program Analyst operating as the Senior Contact Center Analyst responds to customer contacts received through multiple channels. The Senior Contact Center Analyst supports service level demands by resolving more complex issues, mentoring and supporting Contact Center Agents and Analysts, and building and maintaining expert-level business and procedural knowledge. The Senior Contact Center Analyst manages multi-channel workloads and routinely transitions between channels and skill queues as needed to ensure optimal productivity and maximum customer satisfaction .
The ideal candidate will possess the following skills:
- Ability to work independently, demonstrate initiative, and take independent action when needed
- Demonstrated experience with the application and interpretation of laws, rules, policy, and procedures
- Ability to handle multiple shifting priorities and make timely and effective decisions
- Excellent written and strong verbal communication skills
- Ability to work effectively as a team player and work collaboratively in a team setting or serve as a team lead
- Well-developed interpersonal skills that allow for positive interactions with staff at all levels
- Demonstrated experience using mainframe systems and various PC applications
- Excellent written and strong verbal communication skills
Every 12 months, based on performance evaluation, employees may receive a 5% salary increase until they reach the maximum salary for the position.
In July 2025, the State of California implemented the Personal Leave Program 2025. This program reduces employees' monthly base pay in exchange for paid leave credits. This position is subject to PLP 2025 and will have a monthly base pay reduction of 3% in exchange for 5 hours of leave credits for the duration of the program. The salary ranges shown on this job posting do not reflect the reduced amounts.
Does this opportunity seem right for you? If so, see the Application Instructions section below and apply now.
You will find additional information about the job in the Duty Statement .
Working Conditions
CalSTRS offers a hybrid approach including in-office and remote work solutions based on business needs.
All staff of CalSTRS are employees of the State of California and subject to California employment taxes and withholdings. Upon appointment, staff are required to provide a current California address to CalSTRS Human Resources to be used as a remote work location.
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 with CalSTRS.
Minimum Requirements You will find the Minimum Requirements in the Class Specification.
- ASSOCIATE GOVERNMENTAL PROGRAM ANALYST
- Job Application Package Checklist
- Duty Statement
Position Details Job Code #:
JC-488129
Position #(s):
-058
Working Title:
Senior Contact Center Analyst
Classification:
ASSOCIATE GOVERNMENTAL PROGRAM ANALYST $6,031.00 - $7,547.00 A
New to State candidates will be hired into the minimum salary of the classification or minimum of alternate range when applicable.
# of Positions:
1
Work Location:
Yolo County
Telework:
Hybrid
Job Type:
Permanent, Full Time
Department Information
CalSTRS: Securing the financial future and sustaining the trust of California's educators
CalSTRS is the largest educator-only pension fund in the world, providing retirement, disability and survivor benefits to California's more than 1 million public school educators and their families. Named as one of the best places to work in money management ten times by Pensions & Investments magazine, we are a world-class financial services institution with a commitment to sustainability and wellness.
Our two U.S. Green Building LEED Platinum-certified headquarters buildings in West Sacramento, California, feature sustainable construction, abundant natural lighting, an organic garden, sustainable beekeeping and ergonomic functionally designed workspaces. We offer a variety of on-site amenities to our team members, including two full-service cafés, two free fitness centers, a bicycle rental library and a child care center with a covered playground. Team members enjoy walks along the Sacramento River and nearby seasonal farmers markets.
In addition to our state-of-the-art amenities, we offer thriving wellness and sustainability programs, an award-winning employee recognition program, and ongoing training, learning and development opportunities. We offer competitive benefits, flexible work hours and hybrid work options. We are committed to creating a workplace where our team members thrive.
If you're looking for a rewarding career and are interested in becoming part of a diverse and inclusive workforce where talent, expertise and wellness are valued, we encourage you to find out more about our many career options at CalSTRS.com/Careers .
Special Requirements
Statement of Qualifications
Interested individuals must submit a Statement of Qualifications (SOQ) in addition to the standard state application (form STD 678). Your SOQ will be considered the first interview for this position. If your qualifications are competitive, you will be invited to an interview.
When completing the SOQ, please include all relevant experience, education, and training, as applicable, and explain all answers thoroughly. Your SOQ should not exceed two pages, single-spaced, 12-point font, and address the following questions:
Exam
This position requires a current Associate Governmental Program Analyst exam . If you need to take the exam or if your score has expired, click here to gain list eligibility.
Background Investigation
Prior to employment with CalSTRS, a background investigation (BI) will be conducted. The BI consists of a Personal History Statement and fingerprinting through the Department of Justice. The BI will check criminal and civil records and, if applicable, verify education and check driving records.
CalSTRS Disclosure Requirements
This position may be subject to disclosure and disqualification requirements concerning economic conflict of interest in government work, including the Conflict of Interest Code that applies to CalSTRS team members and the Political Reform Act , 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) .
Application Instructions
Completed applications and all required documents must be received or postmarked by the Final Filing Date in order to be considered. Dates printed on Mobile Bar Codes, such as the Quick Response (QR) Codes available at the USPS, are not considered Postmark dates for the purpose of determining timely filing of an application.
Final Filing Date: 8/22/2025
Who May Apply
Individuals who are currently in the classification, eligible for lateral transfer, eligible for reinstatement, have list or LEAP eligibility, are in the process of obtaining list eligibility, or have SROA and/or Surplus eligibility (please attach your letter, if available). SROA and Surplus candidates are given priority; therefore, individuals with other eligibility may be considered in the event no SROA or Surplus candidates apply.
Applications will be screened and only the most qualified applicants will be selected to move forward in the selection process. Applicants must meet the Minimum Qualifications stated in the Classification Specification(s).
How To Apply
Complete Application Packages (including your Examination/Employment Application (STD 678) and applicable or required documents) must be submitted to apply for this Job Posting. Application Packages may be submitted electronically through your CalCareer Account at When submitting your application in hard copy, a completed copy of the Application Package listing must be included. If you choose to not apply electronically, a hard copy application package may be submitted through an alternative method listed below:
Address for Mailing Application Packages
You may submit your application and any applicable or required documents to:
State Teachers' Retirement System
N/A
Attn: Recruitment
P.O. Box 15275, MS 31
Sacramento , CA 95851-0275
Address for Drop-Off Application Packages
You may drop off your application and any applicable or required documents at:
State Teachers' Retirement System
N/A
CalSTRS, Attn: Recruitment
100 Waterfront Place
West Sacramento , CA 95605
08:00 AM - 05:00 PM
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 - A Statement of Qualifications is required. Please see the Special Requirements section of the job posting for detailed instructions.
Benefits
CalSTRS offers a competitive pay schedule and a work-life-balance for all its employees. The State of California provides comprehensive benefits packages determined by the employee's bargaining unit and conditions of employment. Some benefits include:
- Alternative work schedules
- Flexible work hours
- Remote work options
- Medical benefits, including health, dental and vision insurance
- Paid holidays and a defined benefit retirement program
- More than four weeks of vacation/sick leave for leaders
- More than three weeks of vacation/sick leave for staff
- Health insurance in retirement
- Employee Assistance Program
- Loan forgiveness under the federal Public Service Loan Forgiveness Program
Contact Information
The Human Resources Contact is available to answer questions regarding the position or application process.
Human Resources Contact:
Recruitment
(
Please direct requests for Reasonable Accommodations to the interview scheduler at the time the interview is being scheduled. You may direct any additional questions regarding Reasonable Accommodations or Equal Employment Opportunity for this position(s) to the Department's EEO Office.
EEO Contact:
EEO Officer
(
California Relay Service: 1- (TTY), 1- (Voice) TTY is a Telecommunications Device for the Deaf, and is reachable only from phones equipped with a TTY Device.
Additional Application Instructions
- Electronic applications through your CalCareer account are highly recommended. If you are unable to apply electronically through your CalCareer account, please mail or drop off a hard copy of your application packet. Please provide the following information on your application: -058, JC-488129.
- If education is being used to meet the minimum qualifications, please submit a copy of your transcripts/degree.
- Training and development (T&D) assignments may be considered for this position. If you are applying as a T&D, please indicate this in the eligibility section of your application.
- Candidate may be selected by application packet review only.
- Multiple positions may be filled from this recruitment.
- Submission of an incomplete STD 678 may result in disqualification.
Additional Salary Information
All civil service positions have salary ranges with minimum and maximum pay rates. Typically, employees who are new to civil service are appointed at the minimum rate of the salary range for the position. Special provisions for appointments above the minimum exist to meet special recruitment needs and to accommodate employees who transfer into a position from another civil service position and are already receiving salaries above the minimum.
Equal Opportunity Employer
The State of California is an equal opportunity employer to all, regardless of age, ancestry, color, disability (mental and physical), exercising the right to family care and medical leave, gender, gender expression, gender identity, genetic information, marital status, medical condition, military or veteran status, national origin, political affiliation, race, religious creed, sex (includes pregnancy, childbirth, breastfeeding and related medical conditions), and sexual orientation.
It is an objective of the State of California to achieve a drug-free work place. Any applicant for state employment will be expected to behave in accordance with this objective because the use of illegal drugs is inconsistent with the law of the State, the rules governing Civil Service, and the special trust placed in public servants.
Senior Contact Center Analyst
Posted 4 days ago
Job Viewed
Job Description
Job Posting: Senior Contact Center Analyst
State Teachers' Retirement System
JC-488129
Senior Contact Center Analyst
ASSOCIATE GOVERNMENTAL PROGRAM ANALYST
$6,031.00 - $,547.00 per Month
New to State candidates will be hired into the minimum salary of the classification or minimum of alternate range when applicable.
Final Filing Date: 8/22/2025
Job Description and Duties
The CalSTRS Customer Service Division is seeking a motivated individual to work as an Associate Governmental Program Analyst in the Contact Center.
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 the Contact Center Team Manager, the Associate Governmental Program Analyst operating as the Senior Contact Center Analyst responds to customer contacts received through multiple channels. The Senior Contact Center Analyst supports service level demands by resolving more complex issues, mentoring and supporting Contact Center Agents and Analysts, and building and maintaining expert-level business and procedural knowledge. The Senior Contact Center Analyst manages multi-channel workloads and routinely transitions between channels and skill queues as needed to ensure optimal productivity and maximum customer satisfaction.
The ideal candidate will possess the following skills:
-
Ability to work independently, demonstrate initiative, and take independent action when needed
-
Demonstrated experience with the application and interpretation of laws, rules, policy, and procedures
-
Ability to handle multiple shifting priorities and make timely and effective decisions
-
Excellent written and strong verbal communication skills
-
Ability to work effectively as a team player and work collaboratively in a team setting or serve as a team lead
-
Well-developed interpersonal skills that allow for positive interactions with staff at all levels
-
Demonstrated experience using mainframe systems and various PC applications
-
Excellent written and strong verbal communication skills
Every 12 months, based on performance evaluation, employees may receive a 5% salary increase until they reach the maximum salary for the position.
In July 2025, the State of California implemented the Personal Leave Program 2025. This program reduces employees’ monthly base pay in exchange for paid leave credits. This position is subject to PLP 2025 and will have a monthly base pay reduction of 3% in exchange for 5 hours of leave credits for the duration of the program. The salary ranges shown on this job posting do not reflect the reduced amounts.
Does this opportunity seem right for you? If so, see the Application Instructions section below and apply now.
You will find additional information about the job in the Duty Statement ( .
Working Conditions
CalSTRS offers a hybrid approach including in-office and remote work solutions based on business needs.
All staff of CalSTRS are employees of the State of California and subject to California employment taxes and withholdings. Upon appointment, staff are required to provide a current California address to CalSTRS Human Resources to be used as a remote work location.
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 with CalSTRS.
Minimum Requirements
You will find the Minimum Requirements in the Class Specification.
- ASSOCIATE GOVERNMENTAL PROGRAM ANALYST (
Additional Documents
-
Job Application Package Checklist (
-
Duty Statement
Position Details
Job Code #:
JC-488129
Position #(s):
-058
Working Title:
Senior Contact Center Analyst
Classification:
ASSOCIATE GOVERNMENTAL PROGRAM ANALYST
$6,0 1.00 - 7,547.00 A
New to State candidates will be hired into the minimum salary of the classification or minimum of alternate range when applicable.
# of Positions:
1
Work Location:
Yolo County
Telework:
Hybrid
Job Type:
Permanent, Full Time
Department Information
CalSTRS: Securing the financial future and sustaining the trust of California’s educators
CalSTRS is the largest educator-only pension fund in the world, providing retirement, disability and survivor benefits to California's more than 1 million public school educators and their families. Named as one of the best places to work in money management ten times by Pensions & Investments magazine, we are a world-class financial services institution with a commitment to sustainability and wellness.
Our two U.S. Green Building LEED Platinum-certified headquarters buildings in West Sacramento, California, feature sustainable construction, abundant natural lighting, an organic garden, sustainable beekeeping and ergonomic functionally designed workspaces. We offer a variety of on-site amenities to our team members, including two full-service cafés, two free fitness centers, a bicycle rental library and a child care center with a covered playground. Team members enjoy walks along the Sacramento River and nearby seasonal farmers markets.
In addition to our state-of-the-art amenities, we offer thriving wellness and sustainability programs, an award-winning employee recognition program, and ongoing training, learning and development opportunities. We offer competitive benefits, flexible work hours and hybrid work options. We are committed to creating a workplace where our team members thrive.
If you’re looking for a rewarding career and are interested in becoming part of a diverse and inclusive workforce where talent, expertise and wellness are valued, we encourage you to find out more about our many career options at CalSTRS.com/Careers .
Special Requirements
Statement of Qualifications
Interested individuals must submit a Statement of Qualifications (SOQ) in addition to the standard state application (form STD 678). Your SOQ will be considered the first interview for this position. If your qualifications are competitive, you will be invited to an interview.
When completing the SOQ, please include all relevant experience, education, and training, as applicable, and explain all answers thoroughly. Your SOQ should not exceed two pages, single-spaced, 12-point font, and address the following questions:
-
Describe an experience you had working in a fast-paced customer service environment with time-sensitive projects. Please provide details on how you manage changing processes and priorities.
-
Describe in detail your experience in the interpretation and application of regulations, statues, policies, and procedures.
Exam
This position requires a current Associate Governmental Program Analyst exam. If you need to take the exam or if your score has expired,click here ( to gain list eligibility.
Background Investigation
Prior to employment with CalSTRS, a background investigation (BI) will be conducted. The BI consists of a Personal History Statement and fingerprinting through the Department of Justice. The BI will check criminal and civil records and, if applicable, verify education and check driving records.
CalSTRS Disclosure Requirements
This position may be subject to disclosure and disqualification requirements concerning economic conflict of interest in government work, including the Conflict of Interest Code ( that applies to CalSTRS team members and the Political Reform Act ( , 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) ( .
Application Instructions
Completed applications and all required documents must be received or postmarked by the Final Filing Date in order to be considered. Dates printed on Mobile Bar Codes, such as the Quick Response (QR) Codes available at the USPS, are not considered Postmark dates for the purpose of determining timely filing of an application.
Final Filing Date:8/22/2025
Who May Apply
Individuals who are currently in the classification, eligible for lateral transfer, eligible for reinstatement, have list or LEAP eligibility, are in the process of obtaining list eligibility, or have SROA and/or Surplus eligibility (please attach your letter, if available). SROA and Surplus candidates are given priority; therefore, individuals with other eligibility may be considered in the event no SROA or Surplus candidates apply.
Applications will be screened and only the most qualified applicants will be selected to move forward in the selection process.Applicants must meet the Minimum Qualifications stated in the Classification Specification(s).
How To Apply
Complete Application Packages (including your Examination/Employment Application (STD 678) and applicable or required documents) must be submitted to apply for this Job Posting. Application Packages may be submitted electronically through your CalCareer Account at When submitting your application in hard copy, a completed copy of the Application Package listing must be included. If you choose to not apply electronically, a hard copy application package may be submitted through an alternative method listed below:
Address for Mailing Application Packages
You may submit your application and any applicable or required documents to:
State Teachers' Retirement System
N/A
Attn:Recruitment
P.O. Box 15275, MS 31
Sacramento,CA95851-0275
Address for Drop-Off Application Packages
You may drop off your application and any applicable or required documents at:
State Teachers' Retirement System
N/A
CalSTRS, Attn: Recruitment
100 Waterfront Place
West Sacramento,CA95605
08:00 AM-05:00 PM
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 -A Statement of Qualifications is required. Please see the Special Requirements section of the job posting for detailed instructions.
Applicants requiring reasonable accommodations for the hiring interview process must request the necessary accommodations if scheduled for a hiring interview. The request should be made at the time of contact to schedule the interview. Questions regarding reasonable accommodations may be directed to the EEO contact listed on this job posting.
Benefits
CalSTRS offers a competitive pay schedule and a work-life-balance for all itsemployees. The State of California provides comprehensive benefits packages determined by the employee’s bargaining unit and conditions of employment. Some benefits include:
-
Alternative work schedules
-
Flexible work hours
-
Remote work options
-
Medical benefits, including health, dental and vision insurance
-
Paid holidays and a defined benefit retirement program
-
More than four weeks of vacation/sick leave for leaders
-
More than three weeks of vacation/sick leave for staff
-
Health insurance in retirement
-
Employee Assistance Program
-
Loan forgiveness under the federal Public Service Loan Forgiveness Program (
For the latest information on the benefits offered by the state of California, explore theHealth Benefits Summary provided by CalHR ( .
Contact Information
The Human Resources Contact is available to answer questions regarding the position or application process.
Human Resources Contact:
Recruitment
(
Please direct requests for Reasonable Accommodations to the interview scheduler at the time the interview is being scheduled. You may direct any additional questions regarding Reasonable Accommodations or Equal Employment Opportunity for this position(s) to the Department's EEO Office.
EEO Contact:
EEO Officer
(
California Relay Service: 1- (TTY), 1- (Voice) TTY is a Telecommunications Device for the Deaf, and is reachable only from phones equipped with a TTY Device.
Additional Application Instructions
-
Electronic applications through your CalCareer account are highly recommended. If you are unable to apply electronically through your CalCareer account, please mail or drop off a hard copy of your application packet. Please provide the following information on your application: -058, JC-488129.
-
If education is being used to meet the minimum qualifications, please submit a copy of your transcripts/degree.
-
Training and development (T&D) assignments may be considered for this position. If you are applying as a T&D, please indicate this in the eligibility section of your application.
-
Candidate may be selected by application packet review only.
-
Multiple positions may be filled from this recruitment.
-
Submission of an incomplete STD 678 may result in disqualification.
Additional Salary Information
All civil service positions have salary ranges with minimum and maximum pay rates. Typically, employees who are new to civil service are appointed at the minimum rate of the salary range for the position. Special provisions for appointments above the minimum exist to meet special recruitment needs and to accommodate employees who transfer into a position from another civil service position and are already receiving salaries above the minimum.
Equal Opportunity Employer
The State of California is an equal opportunity employer to all, regardless of age, ancestry, color, disability (mental and physical), exercising the right to family care and medical leave, gender, gender expression, gender identity, genetic information, marital status, medical condition, military or veteran status, national origin, political affiliation, race, religious creed, sex (includes pregnancy, childbirth, breastfeeding and related medical conditions), and sexual orientation.
It is an objective of the State of California to achieve a drug-free work place. Any applicant for state employment will be expected to behave in accordance with this objective because the use of illegal drugs is inconsistent with the law of the State, the rules governing Civil Service, and the special trust placed in public servants.
Contact Center Engineer, Senior
Posted 18 days ago
Job Viewed
Job Description
Your Role
We are seeking a technically skilled and collaborative Contact Center Engineer to support and optimize our Verint and Genesys Workforce Engagement platforms. This role is critical to ensuring the performance, reliability, and continuous improvement of our workforce engagement solutions-including Quality Monitoring, Workforce Management (WFM), Desktop Process Analytics (DPA), and Speech Analytics-within a Genesys-integrated contact center environment.
The ideal candidate will bring strong technical expertise along with hands-on experience working in Agile/Scrum environments, contributing to iterative development, sprint planning, and cross-functional collaboration.
Responsibilities
Your Work
In this role, you will:
- Provide Tier 2/3 support for Verint and Genesys Workforce Engagement modules: Quality Monitoring, WFM, Speech Analytics, Desktop Analytics, and Enterprise Feedback.
- Administer and configure Verint and Genesys WEM systems to align with evolving business needs and compliance standards.
- Collaborate with cross-functional teams (e.g., Genesys Cloud CX, TTEC WFM Adapter, Avaya, Oracle SBC) to ensure seamless integration and data flow.
- Actively participate in Agile/Scrum ceremonies including sprint planning, daily stand-ups, retrospectives, and backlog grooming.
- Contribute to user story refinement, estimation, and delivery of sprint commitments.
- Maintain detailed documentation of system configurations, troubleshooting procedures, and change management activities.
- Support platform upgrades, patching, and performance tuning in coordination with IT and vendor teams.
- Assist in the development and calibration of evaluation and assessment forms for quality assurance.
- Provide on-call support as part of a rotating schedule.
- Other duties as related to the role.
Your Knowledge and Experience
- Typically, requires a college degree or equivalent experience and minimum 5 years of prior relevant experience.
- 3-5+ years of experience supporting Verint or Genesys Workforce Engagement solutions in a contact center environment.
- Strong understanding of Verint modules including QM, WFM, DPA, and Speech Analytics.
- Hands-on experience with Genesys Cloud CX WEM tools, including forecasting, scheduling, and performance monitoring.
- Proven experience working in Agile/Scrum teams, with a solid understanding of Agile principles and tools (e.g., Jira, Azure DevOps).
- Familiarity with Avaya platforms and Oracle SBCs is highly desirable.
- Excellent troubleshooting, documentation, and communication skills.
- Ability to work independently and collaboratively in a fast-paced, regulated environment.
- Verint Certified Specialist (any module) preferred
- Genesys Cloud CX WEM Certification preferred
- Certified Scrum Master (CSM) or equivalent Agile certification preferred
- ITIL Foundation or equivalent preferred
About Stellarus and the Ascendiun Family of Companies
Stellarus, launched in January 2025, is designed to scale innovative healthcare solutions that support customers in creating a health care experience deserving of their family, friends, and neighbors.
Stellarus is part of a family of organizations that is overseen by a nonprofit corporate entity named Ascendiun. The Ascendiun Family of Companies also includes Blue Shield of California and its subsidiary, Blue Shield of California Promise Health Plan and Altais, a clinical services company.
Stellarus' vision is to empower its customers to create a healthcare experience that is worthy of their family, friends, and neighbors. Stellarus' objective is to offer innovative, modern, scalable solutions that challenge the health care status quo. This very closely aligns with Blue Shield of California's vision by using innovation to improve quality, affordability, and experience for members.
To achieve our mission, we foster an environment where all employees can thrive and contribute fully to address the needs of the various communities we serve. We are committed to creating and maintaining a supportive workplace that upholds our values and advances our goals.
Our Values:
At Stellarus, our core values of agility, trust, drive, courage and service shape our approach to developing innovative product offerings.
Our Workplace Model:
At Stellarus and the Ascendiun Family of Companies, we believe in fostering a workplace environment that balances purposeful in-person collaboration with flexibility. As we continue to evolve our workplace model, our focus remains on creating spaces where our people can connect with purpose - whether working in the office or through a hybrid approach - by providing clear expectations while respecting the diverse needs of our workforce.
Two Ways of Working:
- Hybrid (Default): Work from a business unit-approved office at least two (2) times per month (for roles below Director-level) or once per week (for Director-level roles and above).Exceptions:
o Employees living more than 50 miles from their assigned offices are expected to work with their managers on a plan for periodic office visits.
o For employees with medical conditions that may impact their ability to work in-office, we are committed to engaging in an interactive process and providing reasonable accommodations to ensure their work environment is conducive to their success and well-being.
- On-Site: Work from a business unit-approved office an average of four (4) or more days a week.
Physical Requirements:
Office Environment - roles involving part to full time schedule in Office Environment. Based in our physical offices and work from home office/deskwork - Activity level: Sedentary, frequency most of work day.
Please click here for further physical requirement detail.
Equal Employment Opportunity:
External hires must pass a background check/drug screen. Qualified applicants with arrest records and/or conviction records will be considered for employment in a manner consistent with Federal, State and local laws, including but not limited to the San Francisco Fair Chance Ordinance. All qualified applicants will receive consideration for employment without regards to race, color, religion, sex, national origin, sexual orientation, gender identity, protected veteran status or disability status and any other classification protected by Federal, State and local laws.
Contact Center Engineer, Senior
Posted 18 days ago
Job Viewed
Job Description
Your Role
We are seeking a technically skilled and collaborative Contact Center Engineer to support and optimize our Verint and Genesys Workforce Engagement platforms. This role is critical to ensuring the performance, reliability, and continuous improvement of our workforce engagement solutions-including Quality Monitoring, Workforce Management (WFM), Desktop Process Analytics (DPA), and Speech Analytics-within a Genesys-integrated contact center environment.
The ideal candidate will bring strong technical expertise along with hands-on experience working in Agile/Scrum environments, contributing to iterative development, sprint planning, and cross-functional collaboration.
Your Knowledge and Experience
- Typically, requires a college degree or equivalent experience and minimum 5 years of prior relevant experience.
- 3-5+ years of experience supporting Verint or Genesys Workforce Engagement solutions in a contact center environment.
- Strong understanding of Verint modules including QM, WFM, DPA, and Speech Analytics.
- Hands-on experience with Genesys Cloud CX WEM tools, including forecasting, scheduling, and performance monitoring.
- Proven experience working in Agile/Scrum teams, with a solid understanding of Agile principles and tools (e.g., Jira, Azure DevOps).
- Familiarity with Avaya platforms and Oracle SBCs is highly desirable.
- Excellent troubleshooting, documentation, and communication skills.
- Ability to work independently and collaboratively in a fast-paced, regulated environment.
- Verint Certified Specialist (any module) preferred
- Genesys Cloud CX WEM Certification preferred
- Certified Scrum Master (CSM) or equivalent Agile certification preferred
- ITIL Foundation or equivalent preferred
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Contact Center Supervisor - SME
Posted today
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Job Description
+ Hires, trains, coaches, counsels, and evaluates the performance of direct reports
+ Ensures performance guarantees are met or exceeded. Interfaces with external and internal customers to ensure optimal efficiency of service
+ Acts as a liaison with internal departments. Assists in the development and implementation of policies and procedures
+ Facilitates and participates in staff training
+ Participates in staff meetings and clinical conferences
+ Supports quality and risk management to meet call center target metrics
+ Ensures complete and accurate documentation in case management system (CMS)
+ Assists direct reports to deescalate callers, navigates resources, resolves complex concerns, and assesses and takes action in crisis situations
+ Demonstrates understanding of military culture and addresses Service members by their rank, thanks Service members and their families for their service, and has excellent empathic listening skills paired with appropriate clinical interventions
+ Follows established protocols and completes all annual compliance requirements such as External Certification Authority (ECA) renewal as well as annual training such as Cyber Awareness and PII to ensure access to the CMS system is maintained
**Minimum Qualifications**
+ Master's degree in social work and Family Therapy, Counseling, or other human services field
+ Unrestricted state Licensure to practice independently (LCSW, LPC, LMFT) required. Certified Employee Assistance Professional (CEAP) preferred.
+ Minimum 3 years post-graduate work experience in counseling, social work, and mental health services plus additional minimum of 3 years' experience in supervisory or leadership position. Prior experience working with military and/or Veterans populations preferred. Military spouse or family member experience in a military community highly desirable
**Other Job Specific Skills**
+ Must be a U.S. Citizen
+ Knowledge of mandated procedures for child and elder abuse situations
+ Familiarity in core services areas of child development, parenting, adoption, education, and service for older adults
+ Exceptional written and verbal communication skills
+ Strong MS Office skills (Word, Excel, PowerPoint) and ability to type 50 wpm
+ Excellent organization and time management skills
+ Comply with all HIPAA regulations
+ Ability to obtain a Public Trust clearance
**Compensation Ranges**
Compensation ranges for ASM Research positions vary depending on multiple factors; including but not limited to, location, skill set, level of education, certifications, client requirements, contract-specific affordability, government clearance and investigation level, and years of experience. The compensation displayed for this role is a general guideline based on these factors and is unique to each role. Monetary compensation is one component of ASM's overall compensation and benefits package for employees.
**EEO Requirements**
It is the policy of ASM that an individual's race, color, religion, sex, disability, age, sexual orientation or national origin are not and will not be considered in any personnel or management decisions. We affirm our commitment to these fundamental policies.
All recruiting, hiring, training, and promoting for all job classifications is done without regard to race, color, religion, sex, disability, or age. All decisions on employment are made to abide by the principle of equal employment.
**Physical Requirements**
The physical requirements described in "Knowledge, Skills and Abilities" above are representative of those which must be met by an employee to successfully perform the primary functions of this job. (For example, "light office duties' or "lifting up to 50 pounds" or "some travel" required.) Reasonable accommodations may be made to enable individuals with qualifying disabilities, who are otherwise qualified, to perform the primary functions.
**Disclaimer**
The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.
$62,200 - $96,000
EEO Requirements
It is the policy of ASM that an individual's race, color, religion, sex, disability, age, gender identity, veteran status, sexual orientation or national origin are not and will not be considered in any personnel or management decisions. We affirm our commitment to these fundamental policies.
All recruiting, hiring, training, and promoting for all job classifications is done without regard to race, color, religion, sex, veteran status, disability, gender identity, or age. All decisions on employment are made to abide by the principle of equal employment.
Bilingual Contact Center Agent
Posted today
Job Viewed
Job Description
Are you a natural problem solver with a friendly personality? Want to work in a place where your voice is valued and your growth is supported?
We're seeking contact center agents who love helping others, thrive in a team, and want more than just another job. Be the voice that makes a difference!
The **Bilingual** **Contact Center Agent** is responsible for answering inbound calls to support hurricane disaster relief needs.
**Operation Hours:** 8 am - 8 pm EST Monday-Friday
**Compensation:** Hourly rate plus $5.09 per hour contributed to the Safe Harbor Retirement Plan, 100% vested immediately.
**Technical Equipment and Remote Office Requirements:**
1. Broadband internet connection with a minimum download speed of 25 Mbps and upload speed of 5 Mbps. No Satellite Connections. **Test your network at speed.cloudflare.com to verify before you apply.** **Take a Screenshot:** **After the test is complete and the screen is resized, take a screenshot that shows the results, including the speed scores, the map, and server details.** **Screenshot must be uploaded under your profile.**
2. Ethernet cable access. Wi-Fi-only connectivity is prohibited.
3. Private and secure workspace within your home. Away from noise and distractions.
4. Computer equipment, monitor, and headset provided.
**Essential Duties and Responsibilities:**
+ Serve as a direct point of contact for individuals registering for disaster assistance.
+ Conduct all calls with patience, tact, and courtesy to determine needs, and provide instructions and /or referrals.
+ Enter information into Windows-based computer database as required, while following instructions and conducting a scripted interview.
+ Provide phone numbers and agency referrals as necessary for applicable secondary support organizations and other assistance.
+ Escalate dissatisfied callers to proper channels.
+ Display excellent communication and customer service skills and exhibit a high level of professionalism in all communications, such as reading, writing, and speaking English fluently.
+ Enter information into Windows-based computer database as required, while following instructions and/or referrals.
**Education and/or Work Experience Requirements:**
+ High School Diploma or equivalent required
+ Must be a U.S. Citizen
+ Bilingual (English and Spanish)
+ Must have at least 6 months of customer service-related experience
+ Basic knowledge Microsoft Office Suite
+ Must have high-speed internet connection
**Physical Requirements:**
While performing the duties of this job, the employee is regularly required to stand; walk; sit; use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; talk or hear. The employee is regularly required to sit for prolonged periods of time. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by the job include close vision, distance vision, depth perception, and the ability to adjust focus.
_The above statements are intended to describe the general nature and level of the work being performed by people assigned to this work. This is not an exhaustive list of all duties and responsibilities. Pearl management reserves the right to amend and change responsibilities to meet business and organizational needs as necessary._
**Background Investigation, Security/EQIP Clearance, Drug Screen and Skills Assessments May Be Required**
**_Pearl Interactive Network, LLC is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability._**
Manager, Continuous Improvement & Service Delivery
Posted today
Job Viewed
Job Description
Manager, Continuous Improvement & Service Delivery
**Job Description Summary**
We are seeking a highly analytical Manager of Continuous Improvement and Service Delivery to join our team. Successful candidate will be responsible for identifying opportunities to enhance business performance, optimize processes, and drive organic growth through operational efficiency and enhanced service performance. Additionally, the incumbent will lead transition of existing service expansions, triage and lead improvements in underperforming sites and operationalize new business. You will also support client RFPs and solution architecture from an expertise perspective. Your role will include driving cost reduction by identifying and addressing inefficiencies across the business and use data analytics to develop and implement strategies that maximize efficiency, improve client satisfaction, and contribute to overall business success. Additionally, the ideal will have experience in operations with some expertise in one or more core service areas: Operations, Maintenance & Engineering, Janitorial, Office Services, etc.
**Job Description**
**Key Responsibilities:**
+ **Process Optimization:** Analyze existing business processes to identify inefficiencies and areas for improvement. Develop and implement optimization strategies to enhance operational effectiveness, reduce costs, and drive growth.
+ **Cost Reduction:** Identify and address cost inefficiencies within business operations. Develop and execute strategies to drive cost savings while maintaining or improving service quality and operational effectiveness.
+ **Data-Driven Insights:** Utilize data analytics to assess business performance, uncover trends, and generate actionable insights. Create reports and dashboards to track key performance indicators (KPIs) and inform strategic decisions.
+ **Strategic Planning:** Collaborate with leadership to develop and execute strategic plans aimed at achieving business objectives and driving client success. Evaluate the effectiveness of implemented strategies and recommend adjustments as needed.
+ **Client Engagement:** Work closely with client-facing teams to understand client needs and pain points. Use your subject matter expertise to develop tailored strategies and solutions that enhance client satisfaction and foster long-term relationships.
+ **Operational Triage:** Apply your expertise remotely and onsite to address and resolve operational issues promptly. Develop and implement solutions to improve efficiency and effectiveness in addressing client and business challenges.
+ **Client RFP Support:** Leverage your expertise to assist in responding to client RFPs, ensuring proposals are comprehensive and aligned with client needs. Provide insights and recommendations on solution architecture and project requirements. Collaborate with technical teams to ensure solutions are viable and aligned with strategic goals.
+ **Cross-Functional Collaboration:** Partner with various departments, including sales, marketing, and operations, to ensure alignment of business processes and strategies with organizational goals.
+ **Innovation:** Stay abreast of industry trends and emerging technologies. Identify opportunities for innovation and recommend new approaches to drive growth and improve business performance.
+ **Continuous Improvement:** Foster a culture of continuous improvement by identifying best practices and implementing process enhancements. Encourage feedback and leverage insights to drive ongoing improvements.
**Qualifications:**
+ Bachelor's degree in Business Administration, Data Analytics, Engineering or a related field. Advanced degree or relevant certifications are a plus.
+ Proven experience in business optimization, data analysis, or strategic planning roles, with a track record of driving operational improvements and business growth.
+ Subject matter expertise relevant to client solutioning, operational triage, and solution architecture.
+ Subject matter expertise in one or more core service lines (e.g. maintenance, engineering, janitorial, etc).
+ Strong analytical skills with the ability to interpret complex data and provide actionable recommendations; ability to build statistical models, develop forecasts and communicate results effectively to senior business leaders
+ Excellent communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams and senior leadership.
+ Experience with data analysis tools and software (e.g., Excel, Tableau, Power BI).
+ Demonstrated ability to develop and implement strategic initiatives, drive process improvements, and reduce costs.
**Preferred Qualifications:**
+ Experience in maintenance, janitorial and/or office services.
+ Advanced data analysis skills and proficiency in data visualization tools.
+ Familiarity with quality management systems (QMS), GMP and compliance standards is a plus.
The compensation for the position is: $127,500.00 - $150,000.00
C&W Services is an Equal Opportunity employer to all protected groups, including protected veterans and individuals with disabilities. Discrimination of any type will not be tolerated.
In compliance with the Americans with Disabilities Act Amendments Act (ADAAA), if you have a disability and would like to request an accommodation in order to apply for a position at Cushman & Wakefield, please call the ADA line at **1- ** or email ** ** . Please refer to the job title and job location when you contact us.
INCO: "C&W Services"