Service Center Operations Chief (Supervisor II)

Job Description and Duties Join the Covered California team! At Covered California, we’re working to improve the health of all Californians by assuring their access to affordable, high-quality health care. Join us in an organization where you can make a difference! 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 4.62 percent reduction in pay in exchange for 8 hours of PLP 2025 leave credits monthly through October 31, 2026. You will find additional information about the job in the Duty Statement. 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 qualifies you 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 or divisions. 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.