Call Center Analyst

THIS IS A RE-ADVERTISEMENT. If you previously applied to JC-518364, you do not need to re-submit your application


Are you an energetic, self-motivated, creative problem-solver with attention to detail? If so, we encourage you to apply!

Under the supervision of the Supervisor I, the Analyst I performs a variety of analytical, administrative, and program support duties in support of Call Center operations by responding to incoming calls and completing case management tasks. The incumbent assists with data tracking, reporting, quality control, system monitoring, documentation, training support, and customer service activities. The position serves as a backup to higher-level analysts, and applies established procedures and guidelines while developing knowledge of Call Center operations.

If this sounds like a positive and exciting opportunity for you, then apply and tell us why. We would love to have you join our team!
You will find additional information about the job in the Duty Statement .

Working Conditions
DCSS is a diverse, family-friendly organization. The headquarters office is located in Rancho Cordova convenient to Highway 50, with free parking, close to restaurants and shopping. The facility consists of standard office workspace, within a 2-story building, and may require sitting for long periods of time while using a personal computer, reviewing documents, and attending meetings. The position requires occasional travel to off-site meeting locations, conferences, or training. The work environment is fast paced and requires the incumbent to be flexible, use good time management practices, and effectively identify priorities to complete assignments timely.

This position may be eligible for a hybrid work schedule. The amount of telework is at the discretion of the department and is subject to change as business needs arise. All employees who telework are required to be California residents in accordance with Government Code 14200. Candidates who reside outside of the state of California may be interviewed; however, the selected candidate must have a primary residency in the state of California prior to appointment (and continue to maintain California residency) as a condition of employment.

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. We do not accept STEM-OPT. DCSS uses E-Verify in its hiring practices to achieve a lawful workforce. E-Verify is a web-based system that allows enrolled employers to confirm the eligibility of their employees to work in the United States. For more information about E-Verify, please go to


Minimum Requirements You will find the Minimum Requirements in the Class Specification.

• ANALYST I

Additional Documents

• Job Application Package Checklist
• Duty Statement

Position Details Job Code #:
JC-532683


Position #(s):
View phone number on click.appcast.io-XXX

Working Title:
Call Center Analyst


Classification:
ANALYST I $3,861.00 - $4,839.00 A
$4,181.00 - $5,233.00 B
$5,014.00 - $6,276.00 C
New to State candidates will be hired into the minimum salary of the classification or minimum of alternate range when applicable.


# of Positions:
2


Work Location:
Sacramento County


Telework:
Hybrid


Job Type:
Permanent, Full Time


Department Information START ON A NEW JOURNEY TODAY!

The Department of Child Support Services (DCSS) promotes parental responsibility to enhance the well-being of children by providing child support services to establish parentage and collect child support. This is a great opportunity to work for a progressive and innovative organization that cares about children, and to work with individuals who value and care about their staff. DCSS provides an environment where creativity and productivity are encouraged, recognized, and rewarded.

DCSS believes in the dignity and intrinsic value of every human being. We welcome, affirm, and support employees of all races, ethnicities, abilities and disabilities, experiences, socio-economic backgrounds, sexual orientations, gender identities and expressions, and any other category people use to define themselves. We strive to create safe and inclusive environments that celebrate diversity, embrace cultural sensitivity, foster positive relationships, and center equity in practice and policy. DCSS believes equity is an essential component of administering a successful child support program and delivers quality services that embrace a vision of all parents engaged in supporting their children.

DCSS encourages people with disabilities to apply for jobs with us. The Limited Examination and Appointment Program (LEAP) can help people with disabilities get jobs with the State of California. Using LEAP is optional. Learn more about LEAP and find available examinations on CalHR's LEAP page. Link: Limited Examination and Appointment Program (LEAP) (ca.gov)

For more information about DCSS, visit:


Special Requirements

• The position(s) require(s) a Background Investigation be cleared prior to being hired.

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: 9/28/2026
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. 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
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 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:


Department of Child Support Services
Human Resources Branch
Attn: C&H Analyst
PO Box 419064 - MS 631


Rancho Cordova , CA 95741-9064


Address for Drop-Off Application Packages


You may drop off your application and any applicable or required documents at:


Department of Child Support Services
Personnel Services
C&H Analyst
11150 International Drive


Rancho Cordova , CA 95670


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 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.
• Statement of Qualifications - SOQ - A statement of qualifications is required and must be included. Please see below for specific information and instructions.

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.


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:

• Strong analytical and critical thinking skills
• Demonstrated ability to handle multiple projects simultaneously and meet deadlines
• Excellent customer service skills
• Strong interpersonal skills to work effectively with peers, management team, and internal and external partners
• Experience working in a call/contact center
• Strong attention to detail, thoroughness, and accuracy
• Ability to evaluate situations accurately and take effective action
• Concise and professional written and verbal communication skills
• Ability to research and analyze information and interpret laws/regulations, policies, and procedures to proactively make recommendations

Benefits Benefit information can be found on the CalHR website and the CalPERS website.



Contact Information
The Human Resources Contact is available to answer questions regarding the position or application process.
Human Resources Contact:
C&H Analyst
View phone number on click.appcast.io
View email address on click.appcast.io


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
View phone number on click.appcast.io
View email address on click.appcast.io
California Relay Service: View phone number on click.appcast.io (TTY), View phone number on click.appcast.io (Voice) TTY is a Telecommunications Device for the Deaf, and is reachable only from phones equipped with a TTY Device.


Additional Application Instructions


A completed application package must be received in the Human Resources Branch or postmarked by the final filing date and include the following:


On the Examination/Employment Application (STD. 678) enter the Job Control Number and Position Title in the "Examination(s) or Job Title(s) For Which You Are Applying" Section.


"To" and "From" dates (Month/Day/Year) & total hours worked per week for all employment history listed on the STD. 678.


Name, address, & phone numbers of current & former employers and supervisors MUST be listed on the STD. 678.


Cover Letters, Resumes, Statement of Qualifications, etc. DO NOT replace the required STD. 678.


"To" and "From" dates (Month/Day/Year) listed on the Resume (if applicable).


Do not include your Social Security Number, method of eligibility, or LEAP information in your application package.


All required documents listed in the "Required Application Documents" section must be submitted.


Failure to provide the information listed above may disqualify you from consideration for this recruitment.


Electronic applications submitted through your Cal Career account are highly recommended. Applications submitted electronically must be received by 11:59 p.m. on the final filing date.


If you are unable to apply electronically through your Cal Career account, please mail the required application package to the mailing address provided above in the "Application Instructions" section. Applications submitted by mail must be postmarked before or on the final filing date. Mailed applications must include a signature.


If you are using education to meet the Minimum Qualifications for this position, please submit a copy of your unofficial college transcript(s) or diploma. An official, sealed college transcript(s) will be required upon appointment to the position.


For all questions regarding your Cal Careers account, you may contact the Cal Career Unit at View phone number on click.appcast.io.


All other questions you can send an email to View email address on click.appcast.io or call View phone number on click.appcast.io.


Statement of Qualifications Instructions


In addition to the required documentation listed above, a Statement of Qualification (SOQ) must be submitted with your application. Please see the Statement of Qualifications and Instructions section below for more detailed instructions.

The Statement of Qualification (SOQ) is a narrative description of how an applicant's education, experience, knowledge, skills, and abilities meet the qualifications for the position. The SOQ serves as a documentation of each candidate's ability to present information clearly and concisely in writing.

PLEASE NOTE: Resumes, letters, and other materials will not be evaluated or considered as responses to the Statement of Qualifications.

DISCLAIMER: Applicants who fail to submit a SOQ as required will be screened out from the selection process.

INSTRUCTIONS:

• Must be typed
• 1" Margins
• Font must be Arial 12-point (not higher or lower)
• Include header, listing your name and the Job Control (JC) number
• Include page number in footer
• Not to exceed two pages
• Single-sided and single-spaced
• Indicate the corresponding criteria number for each response

CRITERIA/CRITERION:

• Please describe your work experience, training/education, or other skills that has prepared you to succeed in this position. Responses should be relevant to listed Desirable Qualifications and/or the Duty Statement.
• Please describe your knowledge of and experience performing completed staff work.

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.