Foundation for California Community Colleges
Bilingual Call Center Lead, Community Impact Call Center
Foundation for California Community Colleges, San Francisco, California, United States, 94199
Bilingual Call Center Lead100% Remote within California, Must reside in California
Temporary, limited term position ending 11/15/2024 with possible extension
We are seeking Bilingual Call Center Leads 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 Call Center Leads to support in organizing, directing, and overseeing the activities of the Foundation's Call Center and its staff. In addition, Leads may perform standard call center agent duties as needed, including answering calls, troubleshooting issues, and documenting case notes.Maintains a strong working knowledge of program eligibility guidelines and benefits.Serves as first point of contact for call center agent support including technical assistance, support with de-escalating calls, and troubleshooting; handles escalated calls as needed.Identifies appropriate call center quality benchmarks based on contractual obligations and industry standards by monitoring call interactions.Prepares, collects, and analyzes summary of ad hoc reports, for client use.Establishes, monitors, and evaluates staff's performance and development targets and team engagement.Provides day-to-day support and works with staff to ensure a high performance, customer service-oriented work environment that supports contractual obligations and the Foundation's mission, objectives, and values.Plans and administers functions associated with compliance monitoring and program evaluation with a heightened focus on customer satisfaction and service quality.Attributes for Success
Bilingual in Spanish is required.Provides and demonstrates written or verbal best practices for phone etiquette according to contact center guidelines.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.Collect, organize, analyze, and interpret data to develop clear, concise, and comprehensive studies and reports.Ability to work remotely and navigate various technology platforms (Zoom, MS Office Suite-Teams, Outlook, Salesforce Lightning and other database programs, Google Suite, etc.).Bilingual in Spanish required.We're recruiting for mission-driven, passionate, equity-minded individuals
with a strong desire to impact and change people's lives for the betterOur work holds great weight and responsibility, and
the opportunity to impact the lives of millionsInnovation, creativity, collaboration, and entrepreneurship
are encouraged as employees work to achieve organizational goalsFoundationCCC blends the
impact of a non-profit,
the
culture of an entrepreneurial start-up , and the
scale of a state agencyTeam 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 moreWe 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, holidaysMedical, dental, and vision plans, Flexible Spending Accounts, and Health Savings Accounts (HSA), Employee Assistance Program (EAP), and Wellness offeringsCalPERS retirement program and optional 403(b) and 457 Retirement plansPublic 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 Hourly Pay Range:$24.00 - $25.20
Final salary and rates are based on education, experience, skills relevant to the role, and internal equity.
Temporary, limited term position ending 11/15/2024 with possible extension
We are seeking Bilingual Call Center Leads 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 Call Center Leads to support in organizing, directing, and overseeing the activities of the Foundation's Call Center and its staff. In addition, Leads may perform standard call center agent duties as needed, including answering calls, troubleshooting issues, and documenting case notes.Maintains a strong working knowledge of program eligibility guidelines and benefits.Serves as first point of contact for call center agent support including technical assistance, support with de-escalating calls, and troubleshooting; handles escalated calls as needed.Identifies appropriate call center quality benchmarks based on contractual obligations and industry standards by monitoring call interactions.Prepares, collects, and analyzes summary of ad hoc reports, for client use.Establishes, monitors, and evaluates staff's performance and development targets and team engagement.Provides day-to-day support and works with staff to ensure a high performance, customer service-oriented work environment that supports contractual obligations and the Foundation's mission, objectives, and values.Plans and administers functions associated with compliance monitoring and program evaluation with a heightened focus on customer satisfaction and service quality.Attributes for Success
Bilingual in Spanish is required.Provides and demonstrates written or verbal best practices for phone etiquette according to contact center guidelines.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.Collect, organize, analyze, and interpret data to develop clear, concise, and comprehensive studies and reports.Ability to work remotely and navigate various technology platforms (Zoom, MS Office Suite-Teams, Outlook, Salesforce Lightning and other database programs, Google Suite, etc.).Bilingual in Spanish required.We're recruiting for mission-driven, passionate, equity-minded individuals
with a strong desire to impact and change people's lives for the betterOur work holds great weight and responsibility, and
the opportunity to impact the lives of millionsInnovation, creativity, collaboration, and entrepreneurship
are encouraged as employees work to achieve organizational goalsFoundationCCC blends the
impact of a non-profit,
the
culture of an entrepreneurial start-up , and the
scale of a state agencyTeam 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 moreWe 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, holidaysMedical, dental, and vision plans, Flexible Spending Accounts, and Health Savings Accounts (HSA), Employee Assistance Program (EAP), and Wellness offeringsCalPERS retirement program and optional 403(b) and 457 Retirement plansPublic 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 Hourly Pay Range:$24.00 - $25.20
Final salary and rates are based on education, experience, skills relevant to the role, and internal equity.