The California Public Employees’ Retirement System (CalPERS) is the nation’s largest public pension fund, providing retirement and health benefits to public employees, retirees, and their families. Headquartered in downtown Sacramento, we are a destination employer with an international reputation for leadership and innovation. At CalPERS, we’re committed to people – the people we serve, our team members, and the larger community around us. CalPERS is situated near the Napa Valley, San Francisco, Lake Tahoe, and other desirable destinations, and we offer competitive benefit packages, compensation, and opportunities for advancement.

Telework Information: This position is eligible for a full-time remote schedule, with a requirement to occasionally report to the office.

CalPERS seeks an Associate Governmental Program Analyst in the Customer Experience Division (CXD), Customer Interaction Assessment Team (CIAT).

Under the direction of a Staff Services Manager I, the CIAT senior analyst is responsible for administering the more complex duties of the Five Star Customer Experience Program. Responsibilities include assessing interactions completed by phone agents to ensure that customer service standards are met, providing reports and statistical data regarding the Five Star Customer Experience Program, identifying trends, and training opportunities, reviewing customer satisfaction survey comments, and assisting with mentoring and development of team members.

Success in this position requires the ability to work in a fast-paced environment, setting priorities, and meeting deadlines, while effectively aligning with and implementing management direction and decisions, interpreting, and applying provisions of law, court decisions, and departmental policies, and working independently, exercising good judgment in all work-related activities, and working effectively with sensitive subject matter.

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 with Quality Assurance
• Strong organizational skills and time management skills
• Strong call center or other customer service industry background
• Experience as a telephone representative in a Contact Center environment
• Knowledge of the Public Employees’ Retirement Law (PERL), Public Employees’ Medical and Health Care Act (PEMHCA) rules and regulations, departmental policies and procedures, and other related statutes, laws, rules, regulations, and legislation.

Job Type: Full-time

Pay: $5,518.00 - $6,907.00 per month

Benefits:

• 401(k)
• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off
• Parental leave
• Professional development assistance
• Retirement plan
• Vision insurance

Schedule:

• 8 hour shift

Work Location: Remote

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