SUPERVISOR II

About the role

The Department of Child Support Services (DCSS) is seeking a Supervisor II for the Customer Service Section. This position oversees teams in the Call Center 1 and 2, and Employer Services.

Responsibilities

• Directs long-term planning and overall management activities of the Customer Service Section.
• Works in a fast-paced, customer service-oriented environment, managing workload to meet deadlines.
• Fosters a collaborative team environment emphasizing accountability and continuous improvement.
• Manages employee performance through performance management, implementing policies and procedures.
• Communicates with executives, management staff, government partners, and the public.
• Provides quality customer service and maintains confidentiality.
• Evaluates situations accurately and takes effective action.
• Researches and analyzes information to make recommendations and decisions.

Requirements

• Knowledge of and experience in progressive discipline and corrective action processes.
• Ability to promote a high-performance culture by actively coaching, mentoring, and developing employees.
• Experience with change management to ensure smooth implementation of new processes, technologies, and organizational structures.
• Strong attention to detail, thoroughness, and accuracy.
• Concise and professional written and verbal communication skills.

Qualifications

• Current version of the State Examination/Employment Application STD Form 678.
• Resume including relevant experience and education.
• Statement of Qualifications (SOQ).
• Cover letter.

Desirable Qualifications

• Ability to promote a high-performance culture by actively coaching, mentoring, and developing employees.
• Ability to work well under pressure in a fast-paced and customer service-oriented program environment.
• Ability to foster a collaborative team environment that emphasizes accountability and promotes continuous improvement.
• Knowledge of and experience in progressive discipline and corrective action processes.
• Ability to provide quality customer service to all customers, and deal tactfully, professionally, and confidentially with all internal and external customers.
• Ability to evaluate situations accurately and take effective action.
• Concise and professional written and verbal communication skills.
• Strong attention to detail, thoroughness, and accuracy.
• Experience with change management to ensure smooth implementation of new processes, technologies, and organizational structures.
• Ability to research and analyze information and interpret laws/regulations, policies, and procedures to proactively make and implement recommendations and decisions.

Benefits

This position is eligible for a hybrid work schedule and requires employees to work two days each week onsite at the headquarters office in Rancho Cordova, CA. Employees may also be required to report in person to the Rancho Cordova headquarters and/or offsite events or locations, as determined by management.

Pay

$7,872.00 - $9,781.00 per Month

Schedule

This position is eligible for a hybrid work schedule.