• Job Description

  Req#: JR101090
  Functional Title: Call Center Supervisor
  
  CALPERS Title: Supervisor, Call Center
  
  Department: Community Impact
  
  Reports To: Call Center Manager, Community Impact
  
  FLSA Status: Non-exempt, benefited, limited term ending 11/14/2025
  
  Workspace Designation: Remote within California
  
  Primary Work Location: California
  
  Last Updated: 1/8/2025
  
  Position Summary
  
  The Foundation for California Community Colleges's (FoundationCCC) Community Impact Call Center (CICC) is a cornerstone of providing critical support to disadvantaged communities across the state of California. FoundationCCC is seeking Call Center Agents to join our team and deliver exceptional customer service to families accessing social services. In this role, you will provide accurate information about eligible benefits, answer questions, troubleshoot issues, document case notes, and escalate inquiries as needed. Join us in making a tangible difference in the lives of Californians.
  
  Essential Job Duties and Responsibilities
  
  • 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.
  • Being at workstation and computer during assigned designated work periods.
  • Suggest improvements to business processes based on call monitoring results and team feedback.
  • Identify challenges impacting the team or department, implementing effective solutions to address them.
  • Resolve complex customer service issues, ensuring follow-through and customer satisfaction.
  • Motivate and encourage agents through positive communication, recognition, and feedback.
  • 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.
  • Ensure all staff adhere to company best practices, policies, and operational standards.
  • Prepare, create, and analyze regular and ad hoc reports as required by contractual obligations or client requests.
  • Ensure appropriate risk management controls and contingency plans are in place to maintain uninterrupted call center operations.
  • Emulate and participate in a culture of shared leadership, aligning with the organization's core values.
  • Foster strong relationships both internally and externally, acting as a brand ambassador and contributing to business development efforts where applicable.
  • Contribute to the team's success by completing other tasks and projects as assigned.
  
  
  Supervisory Responsibilities/Level of Supervision
  
  Responsible for the training, development, work assignments, and performance evaluations of a large Call Center team. Provides overall direction and feedback to leadership as part of the leadership team on an organizational level. Expected to act as a role model and mentor to leadership and staff. Receives general direction as to goals and the achievement of those goals. Evaluated based on the successful performance of essential job duties and responsibilities and achievement of goals.
  
  Knowledge, Skills, and Abilities
  
  • Exceptional supervisory, leadership, analytical & problem/resolution competencies, and skills.
  • Ability to work effectively with diverse groups of individuals.
  • Management and supervisory principles and practices including coaching and employee relations.
  • Outstanding customer service techniques and skills.
  • Bilingual speaking abilities in Spanish and English preferred.
  • Strong organizational/time management skills and multitasking abilities.
  • Excellent written and verbal communications skills; detail-oriented; flexible and creative.
  • Possesses strong interpersonal and communications skill sets; works effectively with all levels of staff in a very diverse environment.
  • Demonstrated ability to lead teams in a challenging, fluid, and fast-paced environment.
  • Ability to work well under pressure, consistently meet deadlines, and achieve contractual targets with minimal direction.
  • 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.
  • Interpret and apply Program policy and procedure affecting operations and personnel matters.
  • Establish and maintain cooperative working relationships with Foundation employees at all levels, program and client staff, and consumers encountered in the course of work.
  • Able to set and meet deadlines in high pressure situations.
  • Effectively conduct interviews, training sessions and meetings.
  • Exercise judgment and tact when dealing with difficult or sensitive situations.
  • Understand and follow complex written and oral instructions.
  • Proven ability to manage by influence and ability to build and maintain credibility.
  • Ability to work remotely and navigate various technology platforms (Zoom, MS Office Suite-Teams, Outlook, Salesforce Lightning and other database programs, Google Suite, etc.).
  
  
  Attributes for Success
  
  • A self-starter and quick learner with a bias for action who is highly motivated and outcome-oriented, always seeking innovative approaches to project execution.
  • A strategic and creative thinker who can problem-solve, working within and across teams to swiftly respond to needs identified across the California Community Colleges
  • Practices ownership, takes accountability, and has the ability to project manage, prioritize tasks, and deliver quality products on time with limited supervision
  • Recognition that our work to support Californians requires urgency and an ability
    to work collaboratively with internal and external stakeholders to achieve
    collective goals.
  • Knowledge of, or willingness to learn about, the California Community Colleges and the Foundation's mission to provide students with stronger pathways to education, and passion for building a more just and equitable California overall.
  
  
  Education and Experience
  
  • Relevant BA/BS, equivalent work experience, or a combination of both.
  • Minimum of three to five (3 - 5) + years of customer service experience.
  • Minimum of two to three (2 - 3) + years of supervisory work in a call center environment.
  • Minimum of three to five (3 - 5) + year(s) of experience in a call center environment required.
  • Minimum of two to three (2 - 3) + year(s) consumer incentive or public benefit programs preferably for call centers.
  • Any experience in an education or non-profit environment is preferred.
  • Familiarity with the Community College system.
  • Bilingual in Spanish is a plus.
  
  
  Working Hours, Location, and Travel
  
  This is a full-time position, 40 hours per week, with additional hours as needed to address the organization's needs. This is a California-based position, with the flexibility to work remotely (in California). This position may require moderate travel to attend meetings, conferences, and perform other essential functions of the job.
  
  • Ability to constantly work at a computer workstation for up to five consecutive days.
  • Ability to speak on the telephone for a total of up to 8 hours per day.
  
  
  Physical Requirements
  
  The following physical requirements are essential to the performance of this position: (1) ability to operate a computer and other office equipment such as a computer printer, webcam, microphone, and telephone; (3) ability to communicate and exchange information accurately. The Foundation may make reasonable accommodations to enable individuals with disabilities to perform the job's essential functions/physical requirements.
  
  Equal Employment Opportunity
  
  The Foundation for California Community Colleges is committed to providing an environment of mutual respect where equal employment opportunities (EEO) are available to all employees and applicants without regard to race (including traits historically associated with race, such as hair texture and protective hairstyles, including braids, locks, and twists), color, ancestry, national origin, medical condition, genetic characteristics, cancer-related or genetic related condition, sex (including childbirth, breast feeding, and related medical conditions), pregnancy, reproductive decision making, gender identity, gender expression, sexual orientation, marital/parental status, political affiliation, religion or religious creed, age, physical or mental disability, pregnancy, childbirth, breastfeeding, political ideology, military service or veteran status, or any other category protected by federal or state law. In addition to federal law requirements, the Foundation for California Community Colleges complies with applicable state and local laws governing non-discrimination in employment.
  
  As the official nonprofit auxiliary to the Chancellor's Office, we aim to ensure our team reflects the diversity of the California Community Colleges and the 2.1 million students, campuses, and communities it serves. Individuals are hired for their deep understanding of each population's unique needs and will join a collaborative environment where each team member plays an important role in helping Californians across all communities improve their social and economic mobility and build a better future for themselves and their families.

• About the company

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