Bilingual Call Center Lead, Community Impact Call Center

Foundation for California Community Colleges

3d • $24 - $25 • Remote

About The Position

Bilingual Call Center Lead, Community Impact Call Center 100% Remote in California; Must live within California Limited Term Position through 10/30/2026. 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 Bilingual Call Center Leads 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. 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 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. Maintain a strong working knowledge of program eligibility guidelines, benefits, and resources. Act as the first point of contact for agent support, providing technical assistance, de-escalating calls, troubleshooting issues, and handling escalated cases as needed. Stay updated on internal work processes, policies, and procedures to ensure accuracy and consistency in support. Prepare, collect, and analyze ad hoc reports for client use, ensuring timely and accurate delivery of insights. Provide daily support to staff, ensuring a customer-focused and service-oriented environment aligned with contractual obligations and the Foundation’s mission and values. Maintain open communication with Call Center staff to build trust, enhance morale, and promote collaboration throughout the department. Plans and administers functions associated with compliance monitoring and program evaluation with a heightened focus on customer satisfaction and service quality. Support queue management by monitoring incoming calls or case escalations in real time and assisting as needed to meet service levels or call center senior leadership requirements. Conduct outbound outreach to families and individuals when required, ensuring timely follow-up and resolution of inquiries or concerns. Contribute to the success of the team by completing additional projects and tasks as assigned. Attributes for Success 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 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

Requirements

• 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.

Responsibilities

• Maintain a strong working knowledge of program eligibility guidelines, benefits, and resources.
• Act as the first point of contact for agent support, providing technical assistance, de-escalating calls, troubleshooting issues, and handling escalated cases as needed.
• Stay updated on internal work processes, policies, and procedures to ensure accuracy and consistency in support.
• Prepare, collect, and analyze ad hoc reports for client use, ensuring timely and accurate delivery of insights.
• Provide daily support to staff, ensuring a customer-focused and service-oriented environment aligned with contractual obligations and the Foundation’s mission and values.
• Maintain open communication with Call Center staff to build trust, enhance morale, and promote collaboration throughout the department.
• Plans and administers functions associated with compliance monitoring and program evaluation with a heightened focus on customer satisfaction and service quality.
• Support queue management by monitoring incoming calls or case escalations in real time and assisting as needed to meet service levels or call center senior leadership requirements.
• Conduct outbound outreach to families and individuals when required, ensuring timely follow-up and resolution of inquiries or concerns.
• Contribute to the success of the team by completing additional projects and tasks as assigned.

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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 251-500 employees