Assistant Director (Contact Center, Production Support, Workforce Management)

Job Posting: Assistant Director (Contact Center, Production Support, Workforce Management)

State Teachers' Retirement System

JC-538494

Assistant Director (Contact Center, Production Support, Workforce Management)

MANAGER II

$9,572.00 - $10,867.00 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: 11/23/2026

Job Description and Duties

The CalSTRS Customer Service Division is seeking a motivated individual to work as a Manager II over the Contact Center, Production Support Unit, and Workforce Management Team.

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.

The Production Support Unit leads, plans, organizes and directs daily production support operations and oversees performance of Resource & Data Management and Research & Communication staff through two subordinate team managers. Works in close partnership with the Contact Center and Learning & Quality Assessment to run the day-to-day operations of the Customer Service division.

The Workforce Management team supports the Customer Service Division by aligning staffing resources with customer demand, delivering timely operational reporting, and maintaining critical workforce and telephony platforms. The team combines real-time resource management, forecasting, scheduling, analytics, system administration, and project leadership to promote service continuity and informed decision-making.

The Assistant Director (Contact Center, Production Support, Workforce Management) – Manger II, is a member of the senior leadership team within the Benefits & Services Branch and Customer Service. The Assistant Director collaborates with the other members of the Customer Service leadership team to achieve Customer Service’s performance objectives and maximize member satisfaction. The Assistant Director closely collaborates and partners with the Assistant Director (Contact Center, Learning and Quality Assessment) to build trust and support in the Customer Service Division. All staff are expected to demonstrate diplomacy and professionalism and to treat each internal and external customer with dignity and respect while working to resolve member issues.

Under administrative direction of the Director of Customer Service, the Assistant Director (Contact Center, Production Support, Workforce Management), oversees the production functions of CalSTRS Contact Center, Account Services, Workforce Management, and Production Support while providing Customer Service leadership and staff with the tools necessary to meet performance metrics and maintain industry-standard customer satisfaction scores. Through subordinate managers, and in close cooperation with benefit program peers, the Assistant Director oversees front-line member service through CalSTRS Contact Center and the operations supporting front-line staff.

The ideal candidate will possess the following skills:

• Experience leading large-scale customer service or contact center operations.

• Experience managing managers and developing high-performing teams.

• Knowledge of workforce management, telephony systems, and service-level metrics.

• Experience leading complex projects, business process improvements, and change management initiatives.

• Knowledge of risk management, internal controls, compliance, and audit processes.

• Experience developing and implementing strategic plans, business objectives, and operational priorities.

• Strong leadership, collaboration, and stakeholder relationship-building skills.

• Experience developing policies, procedures, and continuous improvement programs.

• Excellent written and verbal communication skills, including executive-level presentations and reporting.

• Experience working in a highly regulated environment, such as public sector, retirement, or financial services.

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 (https://www.CalCareers.ca.gov/CalHrPublic/FileDownload.aspx?aid=34148411&name=Final.DS\_815-437-4802-xxx\_ManagerII\_Vacant.pdf) .

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.

• MANAGER II (https://hrnet.calhr.ca.gov/CalHRNet/SpecCrossReference.aspx?ClassID=4802)

Additional Documents

• Job Application Package Checklist (https://calcareers.ca.gov/CalHrPublic/Jobs/JobApplicationPackageChecklist.aspx?JobControlId=538494)

• Duty Statement

Position Details

Job Code #:

JC-538494

Position #(s):

815-437-4802-XXX

Working Title:

Assistant Director (Contact Center, Production Support, Workforce Management)

Classification:

MANAGER II

$9,572.00 - $10,867.00

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

Exam

This position requires a current Manager II examination. If you need to take the examination or if your score has expired,click here (https://calcareers.ca.gov/CalHrPublic/Exams/ExamBulletin.aspx?ExamControlId=4834) to gain list eligibility.

CalSTRS Personal Trading Program

Investment Branch employees are required to participate in the CalSTRS Personal Trading Program which allows CalSTRS to monitor employees’ personal trading transactions in order to reduce risks associated with insider trading, front running, and misusing material non-public information. Upon accepting a position within the Investment Branch, you will be required to disclose your personal broker account information and be required to utilize a personal broker from a designated list as provided by CalSTRS.

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 (https://www.calstrs.com/files/7e818a3e7/ConflictofInterestCode.pdf) that applies to CalSTRS team members and the Political Reform Act (https://www.fppc.ca.gov/the-law/the-political-reform-act.html) , 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) (http://www.fppc.ca.gov/Form700.html) .

Incompatible Activities

This position is subject to the provisions of Government Code Section 19990 (https://leginfo.legislature.ca.gov/faces/codes\_displaySection.xhtml?lawCode=GOV§ionNum=19990.) . Upon accepting a position at CalSTRS, you will also be required to comply with the CalSTRS Incompatible Activities Policy by ensuring that outside work or activities are compatible and align with your professional activities or workplace obligations.

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:11/23/2026

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 www.CalCareers.ca.gov. 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 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 required and must be included.

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 (https://studentaid.gov/manage-loans/forgiveness-cancellation/public-service)

For the latest information on the benefits offered by the state of California, explore theHealth Benefits Summary provided by CalHR (https://www.calhr.ca.gov/Pages/California-State-Civil-Service-Employee-Benefits-Summary.aspx) .

Contact Information

The Human Resources Contact is available to answer questions regarding the position or application process.

Human Resources Contact:

Recruitment

(916) 414-4990

[email protected]

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

(916) 414-4933

[email protected]

California Relay Service: 1-800-735-2929 (TTY), 1-800-735-2922 (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: 815-437-4802-XXX, RPA: 1284, JC-538494.

• 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.

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.