Job Description
Job Description and Duties
Anticipated Interview Dates: We anticipate Virtual interviews being held beginning the week of January 5, 2025. We look forward to meeting with you!
California Public Employees Retirement System (CalPERS) and the Customer Experience Division (CXD) is seeking to fill multiple opportunities for Customer Contact Center Analysts in our Frontline Agent Readiness and Mentorship (FARM) Team.
Under the supervision of a Staff Services Manager I (SSM I), the Customer Contact Center Analysts are responsible for performing consultative and analytical duties in order to support the customer service goals and objectives of the division as well as the organization.
Success in these positions require the ability to demonstrate strong interpersonal and professional customer service skills, a positive attitude, flexibility, and dependability, with the ability to work independently, exercise good judgment in all work-related activities, and work effectively with sensitive subject matter. In this position, you will have the opportunity to interpret and apply provisions of law, court decisions, and departmental policies while demonstrating excellent verbal and written communication skills and providing excellent service.
Note : You must maintain residence and be able to work in California throughout employment.
Telework Information: Act quickly to apply for this position, which is designated as full-time remote, 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. How did you hear about this position? Tell us in this brief survey .
You will find additional information about the job in the .
Special Requirements
Statement of Qualifications
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 two page(s) in length and must have 11 point Arial font.
- Key Performance Indicators (KPIs) and metrics are a part of any successful Contact Center. Provide, in detail, a key performance indicator you had to meet and how you utilized coaching and/or feedback to meet that specific KPI.
- Phone agents spend a majority of every day taking phone calls from customers and are expected to follow a strict schedule. Every part of a phone agent's day is scheduled, including when to take breaks and lunch, and agents are held accountable to following this schedule with little deviation. What experience do you have following a strict schedule? How do you ensure you are following your schedule and returning to work at the scheduled times?
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 .
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 working in a call center or other fast-paced customer service industry with heavy workload
- Strong interpersonal skills and demonstrated ability to communicate effectively verbally and in writing with customers and various levels of co-workers
- Demonstrated analytical skills, including the ability to analyze and apply laws, rules, regulations, policies, and procedures, use resource materials to perform job duties, identify issues, and propose solutions
- Basic computer skills and proficiency with MS Office, including Word, Excel, Outlook, and Teams
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.
Job Tags
Permanent employment, Full time, Monday to Friday, Flexible hours,