SUPERVISOR II

State of California; Sacramento (CA); Hybride; USD 88 000 - 109 000; Plein temps

Avantages offerts par ce poste

Wellness program

On-site fitness centers

Free parking

Résumé du poste

Covered California seeks a Service Center Operations Chief to manage a large, multi-layer service center workforce and ensure efficient customer service delivery through a centralized ACDS system. The role includes overseeing supervisors, program technicians, and hundreds of frontline staff across multiple sites.

The position allows hybrid telework where feasible and requires travel to headquarters and service centers in California.

Qualifications

• Experience leading high-volume service-center or call-center operations.
• Direct supervision or formal staff leadership experience.
• Experience applying policy changes or data-driven process improvements.

Responsabilités

• Oversee a Service Center including Supervisors I and Program Technicians III with 300–400 PTs.
• Respond to the initial customer service contact via the Automated Call Distribution System (ACDS).
• Travel to different Service Center locations as required; telework may be available.

Connaissances

High-volume service operations

Supervisory leadership

Public health / insurance operations

Description du poste

Job Posting:Service Center Operations Chief

Covered California

JC-536783 - Service Center Operations Chief
SUPERVISOR II

$7,872.00 - $9,781.00 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: 11/9/2026

Application Methods: Electronic (Using your CalCareer Account) By Mail Drop-off

As the Service Center Operations Chief, you will be responsible for the management and operational activities of a specified Service Center consisting of Supervisors I (SUP I), subordinate Supervising Program Technicians III (SPT III) and 300-400 Program Technicians III, II, (PTs) who act as Service Center Agents responsible for responding to the initial customer service contact via the Automated Call Distribution System (ACDS) in response to health insurance plans and options. Service Center Managers and Service Center Agents are situated at various locations. Service Center Managers supervise a large group of technical staff in a well-defined and established Covered California function, through subordinate supervisors. In addition, the Supervisor II has responsibility for a complex operation that is central to Covered California’s primary mission.

At Covered California, we recognize our employees are our most valuable asset. We have a variety of career fields that help make a difference in the lives of Californians, and we’re looking for talented and enthusiastic individuals to join our team! Learn more about why you should join the Service Center Division .

This position is headquartered in Fresno County. Business travel may be required, and reimbursement considers an employee’s designated headquarters office subject to regulations and bargaining unit contract provisions. Travel expenses associated with commuting to the employee’s office headquarters location are not reimbursable, other than authorized transit subsidies.

NOTE: To be considered for this job opportunity, applicants must be reachable on an employment list, have transfer eligibility, or have reinstatement eligibility. If you are new to California State service and you do not have list eligibility, you must take the exam for this classification. To gain employment list eligibility, please click here to access the exam bulletin.

Possession of minimum qualifications will be verified prior to interview and/or appointment . If it is determined an applicant does not meet the minimum qualifications, the applicant's name may be removed from the eligibility list.

Covered California does not provide visa sponsorship and is not an E-Verify employer.

Effective July 1, 2025, in response to the budget deficit, the Department of Human Resources (CalHR) has implemented the Personal Leave Program 2025 (PLP 2025). PLP 2025 requires that each full-time employee working their assigned work schedule receive a 3 percent reduction in pay in exchange for 5 hours of PLP 2025 leave credits monthly through June 30, 2027.

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

Working Conditions

This position may be eligible for telework. In accordance with Government Code section 14200, only employees who reside in California are eligible for telework. The amount of telework is at the discretion of the Department and based on Covered California’s current telework policy.While Covered California supports telework, in-person attendance may be required based on operational needs.Employees are expected to be able to report to their worksite with minimal notification if an urgent need arises, as determined by the Department.

Minimum Requirements

You will find the Minimum Requirements in the Class Specification.

• SUPERVISOR II

SUPERVISOR II $7,872.00 - $9,781.00 New to State candidates will be hired into the minimum salary of the classification or minimum of alternate range when applicable.

# of Positions:

1

Work Location:

Telework:

Hybrid

Job Type:

Permanent, Full Time

Work Shift:

8:00 AM - 5:00 PM

Work Week:

Monday - Friday

Department Information

Covered California works to improve the health of all Californians by assuring their access to affordable, high-quality healthcare. Our employees are the vital link that ensures that our vision, mission, and values are fully realized and are the driving force that allows us to continually provide exceptional service to those who need it most.

We offer an award-winning wellness program, inclusive and diverse atmosphere, employee recognition programs, on site fitness centers at our Sacramento and Service Center locations, and free parking at all of our locations!

Life can change in an instant – so can your career!

Visit our website to learn more about why Covered California is an employer of choice.

Special Requirements

Statement of Qualifications (SOQ) Instructions: A SOQ is required to apply. The SOQ will be used as a pre-interview screening tool. Applicants who do not follow the SOQ instructions and/or do not answer the prompt as stated below may not be considered.

Artificial Intelligence (AI) tools can be useful in the development of written responses; however, it is important to use these tools responsibly and ethically.Where assistive tools may be used, responses within the SOQ should be your own original work. Applicants must write in their own words and avoid plagiarism.Failure to comply may be cause for disqualification.

A Statement of Qualifications (SOQ) must discuss how your education, training, and experience qualifiesyou for this position. The SOQ must be no more than three pages in length, 12 pt. Arial font, and must address each of the five questions listed below. Label the responses 1 through 5.

1. Describe your education, training, and experience leading high-volume service-center, call-center, public health, health care, insurance, or comparable consumer-service operations.

2. Describe your experience managing complex, high-volume workloads.

3. Describe your experience developing or revising procedures, task guides, training materials, or process improvements based on policy changes, operational needs, quality findings, or data trends.

4. Describe your experience directly supervising or formally leading staff.

5. Describe your experience using workload, quality, performance, customer relationship management, workforce management, or comparable data to identify trends, make recommendations, improve outcomes, and communicate changes across teams.

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:

• Five or more years of progressively responsible experience managing or leading high-volume service-center, call-center, public health, health care, insurance, or comparable consumer-service operations, including work involving confidential or protected health information.
• Five or more years of direct supervision or formal staff leadership, including coaching and development, workload assignment, performance management, conflict resolution, and employee accountability.
• Three or more years of experience managing complex, high-volume workloads involving prioritization, service levels, quality, productivity, escalations, complaints, appeals, grievances, or complex case resolution.
• Three or more years of experience developing or revising procedures, task guides, training materials, or process improvements based on policy changes, operational needs, quality findings, or data trends.
• Two or more years of experience using workload, quality, performance, customer relationship management, workforce-management, or comparable data to identify trends, make recommendations, improve outcomes, and communicate changes across teams.

The State of California offers a comprehensive benefits package that includes Health, Vision, Dental, Retirement, and an array of other options. For more information on the benefits offered by the State of California, please click below:

The Human Resources Contact is available to answer questions regarding the position or application process.

Human Resources Contact:
HRB-ECSU-LB
[phone]
[e-mail]

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 Office
[phone]
[e-mail]

California Relay Service: 1-800-735-2929 (TTY), 1-800-735-2922 (Voice)TTY is a Telecommunications Device for the Deaf, and is reachable only from phones equipped with a TTY Device.

Pre-Employment Requirement

Background Check: All applicants shall be subject to a pre-employment background investigation. The investigation will consist of completion of a pre-employment questionnaire, fingerprinting, and an inquiry to the Department of Justice and Federal Bureau of Investigation to disclose criminal records.

Incompatible Activities: To maintain our integrity and focus on serving Californians, Covered California adheres to unique conflict of interest restrictions on the outside employment and activities of its board members and staff. If you’re considering a role with us, it’s important to know at the time of your start:

• You must not be employed by or otherwise affiliated with health insurance carriers, other insurers, agents, brokers, health care professionals, health facilities, or health clinics, or trade associations of any of these entities. This also means that you must not hold an active license to sell health insurance in California.
• You must not hold an active license to sell health insurance in California.
• Health care professionals are welcome to join our team, provided you do not receive payment for professional services and do not hold ownership or financial interests in a health care practice.

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.