ANALYST II

State of California; United States; Hybrid; USD 67,000 - 84,000; Full time

Job summary

Employment Development Department in California is seeking a Workforce Operations Lead Analyst or Workforce Operations Analyst to support the Unemployment Insurance Command Center Division. This role focuses on operational excellence, real-time coordination, and data-driven decision making to serve Californians efficiently.

As a key member of the Workforce Operations Group, you will manage staffing resources, forecast workloads, and collaborate across teams to keep service levels high in a

Qualifications

• ANALYST II or ANALYST I level positions considered.

Responsibilities

• Run and optimize Workforce Management and Virtual Contact Center systems.
• Process schedule changes and maintain employee skill profiles.
• Monitor real-time adherence to ensure staffing coverage.
• Align forecasted schedules with daily realities to meet performance goals.
• Support continuous improvement through analysis, communication, and collaboration.
• Help drive operational excellence across the UI Branch.

Job description

Job Posting:Workforce Operations Lead Analyst or Workforce Operations Analyst

Employment Development Department

JC-530225 -

JC-530225 - Workforce Operations Lead Analyst or Workforce Operations Analyst
ANALYST II

$6,031.00 - $7,547.00 per Month
New to State candidates will be hired into the minimum salary of the classification or minimum of alternate range when applicable.

Final Filing Date: 10/1/2026

Job Description and Duties

Shape the Future of Service for Millions of Californians — Join the Unemployment Insurance Command Center Division!

Are you energized by fast-paced operations, smart forecasting, and making a real difference in people’s lives? The Unemployment Insurance Command Center Division (UICCD) is looking for a driven, detail-oriented professional who thrives on coordination, problem-solving, and helping teams perform at their best.

At UICCD, we’re the operational nerve center behind California’s Unemployment Insurance program. Our team forecasts statewide customer demand, aligns staffing resources, and ensures that when Californians need support, we’re ready. We move quickly. We think strategically. And we’re always focused on delivering exceptional service.

Meet the Workforce Operations Group: Inside UICCD, the Workforce Operations Group keeps everything running smoothly in real time. We manage phone and off-phone workloads, balance staffing across multiple functions, and monitor UI inventories to ensure service levels stay strong around the clock. If you enjoy the thrill of keeping a complex system humming, this is where you’ll want to be.

Your Role - Workforce Operations Analyst: As a Workforce Operations Analyst, you’ll be one of the key players powering our daily operations. Your work will directly shape how efficiently and effectively we help Californians. In this role, you will:

• Run and optimize Workforce Management and Virtual Contact Center systems.
• Process schedule changes and maintain employee skill profiles.
• Monitor real-time adherence to make sure our teams are where they need to be.
• Align forecasted schedules with daily realities to keep performance on track.
• Support continuous improvement through analysis, communication, and collaboration.
• Help drive operational excellence across the UI Branch.

This is a great fit for someone who enjoys connecting data with people, staying one step ahead of shifting workload demands, and bringing clarity to fast-moving environments.

You’ll join a passionate team dedicated to public service, innovative thinking, and helping Californians access benefits quickly and smoothly. Every day brings new challenges—and new opportunities to make a meaningful impact.

Ready to be part of something bigger? Join us and help shape service excellence for the entire state of California.

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 visit the California Department of Human Resources (CalHR) website.

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

Working Conditions

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.

Frequent travel to the closest EDD UI Field Office or the Rancho Cordova Office for equipment exchange or as needed.

Minimum Requirements

You will find the Minimum Requirements in the Class Specification.

• ANALYST II
• ANALYST I

Workforce Operations Lead Analyst or Workforce Operations Analyst

ANALYST II $6,031.00 - $7,547.00A 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 - $4,839.00A

$4,181.00 - $5,233.00B

$5,014.00 - $6,276.00C

# 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.

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:

• Ability to apply new ways of thinking, ability to solve problems, create new ideas, and develop new approaches to optimize results.
• Ability to work in a fast-paced environment that is impacted by conflicting deadlines and customer priorities.
• Demonstrates the ability to remain flexible with constantly changing priorities.
• Demonstrates the ability to work independently and in a team environment.
• Demonstrates the ability to effectively communicate (both verbal and written) and collaborate with internal and external stakeholders.
• Demonstrates ability to use tact and good judgment.
• Excellent communication skills, verbal and written, to ensure quality customer service and to communicate with other team members, stakeholders, and those contacted in the workplace.
• Experience in data trends and data analysis.
• Experience with contact center methodologies and contact center technologies.
• Experience with improving the customer experience.
• Experience with organizational change management and communication change management.
• Experience in working with Information Technology (IT) stakeholders and contract vendors.
• Experience with system testing, system design, system implementation, etc.
• Experience in recommending or implementing process improvement strategies (e.g., Business Process Innovation, etc.).
• Experience in facilitation and negotiation techniques to promote collaboration amongst diverse team members and groups.
• Experience with Microsoft Suite, including SharePoint, Visio, Excel, Project, and Word.
• Experience motivating others to achieve the Department's mission, goals, and values, and encourages a diversity of opinions.
• Knowledge of and ability to apply the principles, methods, techniques, and tools for developing, scheduling, coordinating, and managing competing priorities/activities.

Statement of Qualifications Requirements

A Statement of Qualifications (SOQ) is Required. The SOQ serves as documentation of each candidate’s ability to present information clearly and concisely in writing. The SOQ is not a resume or cover letter. Resumes and/or Cover Letters DO NOT take the place of the SOQ. Applications received without an SOQ or an SOQ submitted without following instructions may not receive further consideration and may be excluded from the hiring process.

The SOQ will be considered the first phase of the hiring process for this position. If your qualifications are competitive, you will be invited to an interview. The SOQ should be typed and not more than two pages in length, not less than 12 point font, single-spaced, with margins not less than one inch, including your first and last name at the top of the page. SOQ must be numbered and completed in the exact order the following questions are presented:

• Describe your experience researching, analyzing, and evaluating operational issues, data trends, or business processes. Include a specific example of how you identified a problem, developed recommendations, and communicated your findings to leadership or stakeholders. Describe the tools, methods, or resources you used and the outcome of your efforts.
• Describe your experience using technology, reporting tools, or data to support business operations, decision‑making, or process improvements. Include an example of how you utilized reporting or data to solve a