Call Center Supervisor, Community Impact Call Center (CICC)

Foundation for California Community Colleges; United States; Remote; USD 69,000; Full time

Job summary

A leading organization advocating for California's community colleges is seeking a Call Center Supervisor. This remote role requires managing call center operations, ensuring high-quality customer service, and training staff. Ideal candidates are bilingual and have strong leadership abilities.

Benefits

Competitive compensation and generous PTO

Medical, dental, and vision plans

Tuition reimbursement

Public Service Loan Forgiveness certified employer

Qualifications

• Experience in a supervisory role within a call center environment.
• Bilingual in Spanish and English preferred.
• Ability to analyze complex issues and develop solutions.

Responsibilities

• Supervise daily operations of the call center staff.
• Ensure quality of service and compliance with company standards.
• Manage performance reporting and documentation for direct reports.

Skills

Bilingual (Spanish and English)

Supervisory Skills

Analytical Skills

Problem Resolution

Tools

Zoom

MS Office Suite

Salesforce Lightning

Google Suite

Job description

Call Center Supervisor, Community Impact Call Center 100% Remote within California, Must reside in California

We are seeking Call Center Supervisors to join the Foundation in its mission of benefitting, supporting, and enhancing the California Community Colleges—the largest and most diverse system of higher education in the nation. The Foundation for California Community Colleges is on a mission to double its impact in the next 10 years. We are a group of relentless optimists and innovators in education, working collaboratively with public and private partners to help improve the student experience and expand pathways to economic and social mobility in communities across California.

What You’ll Do

The Community Impact Call Center provides outstanding customer service and technical assistance to families who receive social services across the state. We are seeking a Call Center Supervisor to support in directing, overseeing, and evaluating all activities of FoundationCCC’s Call Center and its staff.

• Supervise and manage the daily operations of the call center staff, including reviewing employee performance.
• Ensure all calls are handled professionally, accurately, and promptly, in accordance with company standards.
• Provide continuous training and coaching to staff, developing and maintaining training materials and procedures.
• Participate in the recruitment and selection process for all direct reports.
• Manage performance reporting and documentation for direct reports, ensuring all necessary records are maintained.
• Monitor calls for quality assurance purposes, providing feedback and coaching to ensure optimal performance and identify areas for improvement.
• Oversee ongoing training initiatives and ensure the quality of all training efforts, including maintaining an up-to-date resource manual.
• Proactively create and deliver reports and presentations for program leadership, partners, and clients.
• Assist with queue management and handle calls or case escalations as needed to meet service level or call center senior leadership requirements.
• Perform various administrative and operational duties as assigned by Senior Call Center Management.
• Evaluate employee performance regularly and recommend actions, including disciplinary measures or performance improvement plans when necessary.
• Contributes to team effort by completing other projects and tasks as assigned.

Attributes for Success

• Bilingual speaking abilities in Spanish and English preferred.
• Exceptional supervisory, leadership, analytical & problem/resolution competencies, and skills.
• Must be able to learn and acclimate rapidly to new requirements and expectations.
• Analyze complex issues, evaluate alternative solutions, develop sound conclusions, and recommend an appropriate course of action.
• Ability to work remotely and navigate various technology platforms (Zoom, MS Office Suite-Teams, Outlook, Salesforce Lightning and other database programs, Google Suite, etc.).
• We’re recruiting for mission-driven, passionate, equity-minded individuals with a strong desire to impact and change people’s lives for the better
• Our work holds great weight and responsibility, and the opportunity to impact the lives of millions
• Innovation, creativity, collaboration, and entrepreneurship are encouraged as employees work to achieve organizational goals
• FoundationCCC blends the impact of a non-profit, the culture of an entrepreneurial start-up, and the scale of a state agency
• Team members are hired for their expertise in niche areas across our areas of impact and higher education overall, and for their knowledge of business, philanthropy, technology, communications, and more
• We have a commitment to professional development and an emphasis on shared leadership, to ensure growth for employees and the organization overall

What we Offer

FoundationCCC is fully committed to a “remote-first” philosophy, and recruits and hires talent across the state in fully remote positions, where virtual work is possible. Our headquarters are located in Downtown Sacramento, just blocks from California’s State Capitol.

Benefits

• Competitive compensation, generous PTO, holidays
• Medical, dental, and vision plans, Flexible Spending Accounts, and Health Savings Accounts (HSA), Employee Assistance Program (EAP), and Wellness offerings
• CalPERS retirement program and optional 403(b) and 457 Retirement plans
• Tuition reimbursement
• Public Service Loan Forgiveness certified employer

If you have any additional questions, please email us at [e-mail].

Budgeted Annual Salary Pay Range:

$68,640.00 - $68,640.00

Final salary and rates are based on education, experience, skills relevant to the role, and internal equity.