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

Temporary, limited term position ending 11/15/2024 with possible extension

We are seeking a Call Center Supervisor 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

As California navigates a shifting landscape due to COVID-19, the ability to quickly respond and reach the most vulnerable community members is more crucial than ever. Leveraging its role as the auxiliary nonprofit to the California Community Colleges Chancellor's Office, all 116 colleges, and 2.1 million students, the FoundationCCC is uniquely positioned to support relief efforts and connect Californians with resources to help them navigate these difficult times. The Foundation for California Community Colleges is rapidly expanding its call center support to bring critical resources to disadvantaged communities during the pandemic and beyond.

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.

• Manages and supervises the daily activities of the call center program staff including reviewing employee performance.
• Ensures all calls are handled professionally, appropriately, accurately, and promptly.
• Provides continual training and coaching to staff and develops written training materials and procedures.
• Performs ongoing call monitoring for quality assurance purposes; ensures direct reports are performing at optimum level and coaches where opportunities for improvement may exist.
• Oversees ongoing training and ensures quality assurance in all levels including the development and maintenance of a resource training manual.
• Participates in queue management and answering calls as needed, to ensure service level requirements are achieved.
• 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
• Public Service Loan Forgiveness certified employer

To see the full job description and to apply, please go to our Careers page at https://foundationccc.wd1.myworkdayjobs.com/en-US/fccc-careers

Budgeted Annual Salary Pay Range:
$66,560.00 - $67,500.00

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