ASSOCIATE GOVERNMENTAL PROGRAM ANALYST
The Employment Development Department is one of the largest State departments in California, dedicated to connecting job seekers and employers. They are seeking an Associate Governmental Program Analyst to provide critical support in managing contact center operations and enhancing customer service delivery.
Responsibilities
- 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
Skills
- Current version of the State Examination/Employment Application STD Form 678 (when not applying electronically), or the Electronic State Employment Application through your Applicant Account at www.CalCareers.ca.gov. All Experience and Education relating to the Minimum Qualifications listed on the Classification Specification should be included to demonstrate how you meet the Minimum Qualifications for the position
- A Statement Of Qualifications (SOQ) Is Required. Please see 'Statement of Qualifications Requirements' section for more information about the SOQ
- Resume is optional. It may be included, but is not required
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