Contact Center Analyst

Job Description and Duties

• Anticipated Interview Dates: We anticipate Virtual interviews being held beginning the week of November 2, 2026. 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 Supervisor 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: 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. For collective bargaining units R01, R04, S01, S04, M01, E48. Effective 07/01/25 – 06/30/27. How did you hear about this position? Tell us in this brief survey .
• You will find additional information about the job in the Duty Statement .

Minimum Requirements

• ANALYST I

Additional Documents

Job Code #

Position #(s)

Classification

# of Positions

Work Location

• Sacramento County

Telework

Job Type

Department Information

Statement of Qualifications

• 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?
• Please describe your experience as it pertains to at least three of the Desirable Qualifications for this position (listed below).

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.
• 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. Individuals who are eligible for a Training and Development assignment may also be considered for this position(s). 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
• Address for Mailing Application Packages
• You may submit your application and any applicable or required documents to:
• Public Employees Retirement System
• Postal
• Attn: JC-534997/EB
• Human Resources Division, Recruitment
• P. O. Box 942718
• Sacramento, CA 94229-2718
• Address for Drop-Off Application Packages
• You may drop off your application and any applicable or required documents at:
• Drop-Off
• HRSD, SSU JC-534997/EB
• 400 Q Street, Lincoln Plaza North
• 1st floor drop box by security desk
• Sacramento, CA 95811
• 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 www.CalCareers.ca.gov. 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.

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
• Experience with adhering to a strict/rigid schedule
• Experience and familiarity with key performance indicators and/or metrics as they relate to job performance

Benefits

• 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

Contact Information

Additional Information

Equal Opportunity Employer