"CUSTOMER SERVICE SUPERVISOR-2 in RETIREMENT ADMINISTRATION SERVICE CENTER"

Department Overview

Our team can help you access UC's comprehensive array of retirement benefits, savings programs and educational and counseling resources to help you plan for the future. We offer personalized support, including retirement counseling, UC Retirement Plan (UCRP) education, health benefits assistance, survivor support - and everything in between.

Position Summary

The CUSTOMER SERVICE SUPERVISOR-2 works closely with RASC business leaders to 1) fulfill divisional strategic objectives to move the organization forward; 2) meet and exceed performance standards; and 3) build a culture of high performance in delivering service to internal and external clients. The individual in this role is a detailed-oriented, results-driven leader with a proven track record of delivering exemplary customer service in a fast-paced work environment while managing multiple projects with little or minimal guidance. The CUSTOMER SERVICE SUPERVISOR-2 is accountable for supporting their manager along with other unit leaders to ensure inquiries from members, retirees, survivors, beneficiaries and internal constituents are handled efficiently and professionally from start to finish and that all plan data is accurately processed in a timely manner. The CUSTOMER SERVICE SUPERVISOR-2 leads the day-to-day operations of their team to ensure the efficient use of resources, the accurate reporting of data and the effective delivery of benefit services to all internal and external members, customers and key stakeholders. The CUSTOMER SERVICE SUPERVISOR-2 oversees the workflow of their team, working to ensure that quality metrics are reported and that operational efficiencies are streamlined, met and/or improved as needed. The CUSTOMER SERVICE SUPERVISOR-2 is also responsible for training, coaching and developing staff; resolving complex issues; and serving as a communications conduit between staff and RASC leadership. The CUSTOMER SERVICE SUPERVISOR-2 also works to ensure that staff comply with federal and state guidelines and polices set forth by the University of California. Please note this is a hybrid position located in Oakland, California.

Key Responsibilities

• 35% Development and Training: Provides direct supervision and guidance to staff members in the retirement, health and welfare or benefits administration units. Prioritizes, monitors and evaluates work of assigned staff to ensure the timely completion of assignments. Assesses training needs and recommends/executes opportunities for improvement; conducts quality assurance reviews to ensure compliance with unit standards. Develops and implements strategies to motivate staff and gain optimum performance to achieve service level and performance goals; creates effective communication channels for agent feedback; may conduct workshops and guide revisions/updates on materials. Coaches, trains, and leads team members to actively listen to clients' needs and offers relevant solutions and support.
• 35% Operational Excellence: Inspires a culture that upholds the company mission to deliver exemplary service to internal and external clients and support strategies focused on operational excellence and process and/or workflow improvements. Works closely with Manager (and other RASC leaders) to ensure that department goals, performance targets and budget compliance are met. Partners with Manager to formulate measurable unit goals and expectations using key performance metrics. Supports Manager in recommending and implementing solutions to improve operational controls and mitigate risks; acts as an advisor to units/sections to meet schedules and resolve escalated issues. Recommends changes to department policies and procedures as needed to enhance effectiveness of functional area and interaction with other units. Responds to highly complex oral and/or written inquiries and requests from customers (i.e., retirees, faculty, employees, local benefits offices, and other internal and external organizations.). Leads and implements change initiatives in support of Human Resources, Retirement Programs and Services and RASC's strategic goals. Participates on cross-functional committees to facilitate information exchange and address operational issues. Establishes and builds rapport with members and colleagues within and outside of RASC. Leads resource planning with the unit (i.e., developing back-up plans) to maximize the ongoing productivity of staff and technology and ensure operations run efficiently with adequate coverage during critical time periods and holidays. Able to partner effectively across all levels of the RASC organization and develop positive working relationships.
• 30% Customer Service and Compliance: Supports Manager in administering all performance management functions, including but not limited to employee recruitment (i.e., pre-hire screening, interviews and selection, new-hire orientation, onboarding), mid-year and annual performance reviews, coaching, mentoring, training and development, disciplinary action and succession planning. Periodically reviews and updates organization and department policies and procedures that impact staff or clients, in collaboration with their Manager. Ensures compliance of internal and external business policies, procedures and processes. Provides input on other retirement, benefits, and human resources-related issues. Audits departmental practices to ensure consistent implementation of best administrative practices. Conducts quality assurance surveys and other mechanisms (i.e., reporting scorecards, dashboards, etc.) to identify customer satisfaction levels or training opportunities and seeks improvement as needed. Evaluates and analyses data and trends to improve client service experience and ensures quality results.

Experience

Required Qualifications
Minimum 10 years customer service experience; at least three years in supervisory role

Skills and Abilities

Required Qualifications

• Demonstrated knowledge of contact center operations; familiar with Automated Call Distributor, Interactive Voice Response, Workforce Management and Customer Relationship Management.
• Proficient with contact center voice and data management systems and able to quickly learn new software; knowledge of contact center practices with strong analytical and problem-solving skills.
• Experience in managing metrics ensuring customer satisfaction and reporting statistical performance levels related to operations.
• Exemplary verbal, written and change communications and presentation skills; able to work in a highly collaborative manner and formulate a clear point of view.
• Able to work with strong personalities and different work styles while remaining calm, tactful, courteous and respectful under pressure.
• Able to troubleshoot and resolve complex, emerging issues and meet critical deadlines.
• Experienced in overseeing all aspects of the performance management process, including staff evaluations and succession planning.

Preferred Qualifications
Proficient in Microsoft Excel and Office.

Education

Required Qualifications
Bachelor's degree in related area and / or equivalent experience / training

Salary

Payscale: $105,000.00 - $115,000.00

The University of California, Office of the President, is required to provide a reasonable estimate of the compensation range for this role. This range takes into account the wide range of factors that are considered in making compensation decisions including but not limited to experience, skills, knowledge, abilities, education, licensure and certifications, and other business and organizational needs. It is not typical for an individual to be offered a salary at or near the top of the range for a position. Salary offers are determined based on final candidate qualifications and experience. The full salary range shows the growth potential for this position and the pay scale is the budgeted salary or hourly range that the University reasonably expects to pay for this position.

Benefits

For information on the comprehensive benefits package offered by the University visit: Benefits of Belonging

HOW TO APPLY

Please be prepared to attach a cover letter and resume with your application.

APPLICATION REVIEW DATE
The first review date for this job is April 17, 2026.