ANALYST I

Contact Center Analyst

This is a limited-term position with the possibility of being extended up to 24 months or becoming permanent. Anticipated interview dates: We anticipate holding virtual interviews on an ongoing basis until the position is filled. New employee training (NET) schedule: 7:30am to 4:30pm for eight weeks beginning in July 2026. Working hours after NET: May vary based on business needs with shifts starting as early as 7:55am and ending as late as 5:15pm. This position will run until filled with the following cutoff dates for review: 5/17/2026, 6/14/2026, 7/12/2026, and every four weeks until filled.

The CalSTRS Customer Service Division is seeking an accountable team player who can think critically on their feet and has a passion for helping others to join the Contact Center 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.

Under the supervision of the Contact Center Team Manager, the Contact Center analyst will:

• Respond to customer contacts received through multiple customer communication channels.
• Support service level demands and build the foundation to the expert skill level needed to efficiently manage contacts, both orally and in writing.
• Support other Contact Center analysts and agents.
• Efficiently manage multi-channel workload to ensure optimal productivity and maximum customer satisfaction.

The ideal candidate will possess the following skills:

• Experience in providing excellent customer service
• Ability to work independently and take independent action when needed
• Willingness to work in a team environment
• Excellent verbal, written communication, and interpersonal skills
• Demonstrated competence in the use of mainframe systems and various PC applications
• Willingness to take initiative and be accountable
• Ability to adapt to changes in policies and procedures
• Ability to learn quickly and think critically
• Demonstrated ability to apply laws, rules, and regulations
• Ability to adhere to a preplanned schedule

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.

If you are using education to meet the minimum qualifications for this position, you must submit a copy of your transcript or diploma.

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.