Contact Center Section Manager Job Vacancy in CalSTRS West Sacramento, CA 95605 – Latest Jobs in West Sacramento, CA 95605

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Company Name : CalSTRS
Location : West Sacramento, CA 95605
Position : Contact Center Section Manager

Job Description : Applications must be submitted through CalCareers: https://www.calcareers.ca.gov/CalHrPublic/Jobs/JobPosting.aspx?JobControlId=295606The CalSTRS Customer Service Division is seeking a motivated individual to work as a Staff Services Manager II (Supervisory) in the Contact Center Unit.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 Customer Service Assistant Director, the Contact Center Section Manager leads, plans, organizes, directs daily Contact Center operations in both in person and/or remote environments; oversees the performance of Contact Center staff through four subordinate Team Managers and works in close partnership with another Contact Center Section Manager, Production Support Section Manager, and Learning & Quality Assessment Section Manager to run daily operations for the Customer Service Contact Center.The ideal candidate will possess the following skills: Proven positive leadership experienceExtensive knowledge of and experience in the CC industryExperience with Genesys platform or similar telephony systemsStrong commitment to delivering quality customer serviceAbility to offer succinct, value-added recommendations, exercise sound judgment, and make effective decisions, ability to work collaboratively with staff, project managers and business area subject matter expertsAbility to evaluate program performance and effectivenessAbility to solve problems, promote new ideas and develop new approaches to achieve established vision and strategiesDemonstrate willingness and experience developing personally and professionally, continued learning and self-improvementJob Type: Full-timePay: $7,028.00 – $8,732.00 per monthBenefits:Dental insuranceDisability insuranceEmployee assistance programHealth insuranceHealth savings accountPaid time offPaid trainingParental leaveVision insuranceSchedule:8 hour shiftMonday to FridayCOVID-19 considerations:CalSTRS is closely monitoring the status of COVID-19 to ensure our staff are supported in a safe work environment. Starting in the Spring of 2022, we will offer a hybrid approach including in-office and remote work solutions.Work Location: One location

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