ANALYST II

Employment Development Department; California; Hybrid; USD 6,000 - 7,500; Full time

Job summary

Employment Development Department (EDD) in California is seeking an Analyst II for the Virtual Contact Center operations. The role focuses on forecasting inbound call volumes, adjusting staffing, and ensuring adherence to service levels within UI operations.

The position offers hybrid telework and regular daytime hours. The role requires strong analytic skills, stakeholder communication, and experience with contact center management.

Qualifications

• Experience with contact center methodologies.
• Ability to forecast workloads and manage intraday staffing.
• Strong stakeholder communication skills.
• Familiarity with unemployment insurance environments is a plus.

Responsibilities

• Provide time-sensitive information to UI Branch leadership and stakeholders.
• Interact with leadership, project teams, and vendors to align on staffing.
• Ensure timely processing of staff modifications on the VCC platform (additions, modifications, removals, skilling).
• Perform real-time intraday management of VCC agents to meet service levels.
• Monitor call campaigns, callbacks, and real-time adherence within UICSC.

Skills

Call center operations

Stakeholder communication

Workforce management

Operational reporting

Job description

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.

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 workplace. 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.

Position Details

Job Code #: JC-536532

Position #: 280-355-5393-976

Working Title: Virtual Contact Center Services and Adherence Analyst or Lead Analyst

Classification: ANALYST II

$6,031.00 - $7,547.00 A

New to State candidates will be hired into the minimum salary of the classification or minimum of alternate range when applicable.

Shall Consider

• ANALYST I: $3,861.00 - $4,839.00 A
• $4,181.00 - $5,233.00 B
• $5,014.00 - $6,276.00 C

# of Positions: 1

Work Location: United States

Telework: Hybrid

Job Type: Permanent, Full Time

Work Shift: 8:00 a.m. - 5:00 p.m.

Work Week: Monday - Friday

Department Information

The Employment Development Department (EDD) is one of the largest State departments with employees at hundreds of service locations. For more than 70 years, the EDD has connected millions of job seekers and employers in an effort to build the economy of the Golden State. In order to continue our mission, we are constantly looking for the best and the brightest to join our ranks. Working at EDD presents many opportunities. If you strive to make a difference, we invite you to seek a career with EDD.

Job Description And Duties

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.

Elevate Your Career with the Unemployment Insurance Command Center Division!

Are you a dynamic, driven individual ready to make a significant impact? The Unemployment Insurance Command Center Division (UICCD) is looking for a talented and motivated professional to join our dedicated team and help us deliver top-notch services to California's citizens!

Who We Are

At the UICCD, we pride ourselves on forecasting inbound call volumes, assessing customer service demands, and ensuring we have the correct number of employees available to meet our high quality and performance standards. We provide crucial oversight to monitor all Unemployment Insurance (UI) workloads, adjusting employee resources as needed. Our mission is to enhance customer service delivery through precise workload forecasting, thorough reporting, rigorous quality assurance management, and effective contact center and workforce management operations.

About the Virtual Contact Center (VCC) Operations and Services Group

The VCC Operations and Services Group is a cornerstone of the UICCD, comprising the VCC Operations and Enhancements and VCC Services and Adherence Units. This group is responsible for business and technology operations, intraday management, managing call volumes, and implementing technical enhancements to improve the UI Customer Service Center (UICSC), ultimately elevating the overall customer experience.

Role: VCC Services and Adherence Analyst

As the VCC Services and Adherence Analyst, you will play a critical role in our operations. You will:

• Provide time-sensitive information to stakeholders across the UI Branch.
• Interact directly with various leadership levels, project team members, internal and external stakeholders, and vendors.
• Ensure timely processing of service requests for staffing modifications on the VCC platform (e.g., additions, modifications, removals, skilling updates).
• Perform real-time intraday management of agents assigned to the VCC to ensure employee resource needs are met to achieve service level agreements.
• Monitor call campaigns, scheduled callbacks, virtual hold appointments, and real-time adherence functions associated with the UICSC.

What We're Looking For

Bring your passion for contact center methodologies, process improvement through technology, and dedication to customer service to our team. Join us in meeting the needs of California's citizens with efficiency and excellence.

Why Join Us?

• Be part of a team that values innovation, quality, and customer satisfaction.
• Collaborate with a wide range of professionals and stakeholders.
• Make a tangible impact on the lives of Californians.
• Grow your career in a supportive and dynamic environment.

This is a statewide recruitment.

Effective July 1, 2025, specific Bargaining Units and associated Excluded State employees are subject to a salary reduction between 2% - 4.62% in exchange for hours in the Personal Leave Program 2025 (PLP 2025) per month. For more details, please click here to visit the California Department of Human Resources (CalHR) website.

You will find additional information about the job in the Duty Statement.

Examination/Assessment

If selected for hire, you must obtain list eligibility by taking and passing the examination. If you already have list eligibility for this classification, you do not need to retake the examination unless your list eligibility has expired.

Analyst II Bulletin

Analyst I Bulletin

Final Filing Date: 11/1/2026

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).

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.