Customer Service Training Manager - CalSTRS - West Sacramento, CA

14 Aug 2019 10:34 AM | Anonymous

Customer Service Training Manager - West Sacramento, CA

Job Description and Duties

Are you interested in a unique opportunity to grow professionally and work with a diverse team while impacting the lives of California’s educators? Do you enjoy working in a fast-paced work environment while building a healthy work culture for your staff and co-workers? Do you enjoy successfully coaching, mentoring, and developing others to help them succeed? CalSTRS Customer Service Division is looking for a well-qualified candidate to fill the Training Manager position.

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, Contact Center Agents and Analysts are responsible for providing excellent member service through accurate, consistent, complete, and timely responses to each inquiry. Our division is also responsible for transactional processing of various forms and documents.

The Training Unit develops and teaches New Employee Training, NET, for new Contact Center agents/analysts and on-going training for seasoned staff, such as online message training and refresher training. Also coordinates with Training Enrollment to ensure staff are enrolled in CalSTRS training courses.

Under the general direction of the Learning & Quality Assessment Section Manager, the Training Manager leads, plans, organizes, and directs the performance of a team of five analysts serving as trainers. The Customer Service Training Manager will:

  • Coach, mentor, and develop staff toward high quality performance.
  • Monitor individual and team performance ensuring adherence to policies, procedures, and guidelines.
  • Coordinate with peers and the Customer Service leadership team to coordinate and initiate actions to ensure service objectives are met.
  • Ensure staff resources are deployed efficiently to meet service levels, maintaining quality assurance, information accuracy, and risk management.
  • Recommend, execute, monitor, and evaluate initiatives as directed and in alignment with Customer Service’s annual business plan and CalSTRS strategic goals.
  • Foster a healthy working environment to support CalSTRS as an employer of choice and consistently model the CalSTRS core values and competencies.
  • Provide direct reports with objective well-documented evaluations, consistent and timely feedback, appropriate recognition, and support to maximize their performance and development.
  • Enable the process of change and transition while helping others deal with the accompanying impacts.
  • Build a collaborative and high-performing work team to maximize performance and promote engagement and accountability.

Does this opportunity seem right for you? If so, see the Application Instructions section below and apply now.

A cover letter, resume, and Statement of Qualifications (SOQ) is required. See the Required Application Package Documents section of the job posting for more details.

You will find additional information about the job in the Duty Statement.

Department Information

The California State Teachers' Retirement System (CalSTRS) is the largest educator-only pension fund in the world. CalSTRS proudly provides retirement, disability and survivor benefits to California’s 949,000 public school educators and their families.

We encourage you to join our world-class financial services institution and state agency. Our headquarters and member service centers located across the state feature sustainable construction, plenty of natural lighting and functionally-designed work spaces. At our LEED Platinum headquarters in West Sacramento, enjoy the full service cafe, free onsite fitness center, bicycle library and walks along the Sacramento River. In addition to state-of-the-art amenities, we offer thriving wellness and sustainability programs, an award-winning employee recognition program, and ongoing learning and development opportunities.

Position Details

Job Code #: JC-167524
Position #(s): 815-437-4864-021
Working Title: Customer Service Training Manager
Classification: Pension Program Manager I ($6,163.00 - $7,661.00)
Will Consider: Staff Services Manager I ($6,124.00 - $7,608.00)
# of Positions: 1
Work Location: Yolo County
Job Type: Permanent, Full Time


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