Call Center Supervisor, Community Impact Call Center (CICC)

About the position

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.

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.
• 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.

Requirements

• 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.).

Nice-to-haves

• Mission-driven, passionate, equity-minded individuals with a strong desire to impact and change people’s lives for the better.
• Innovation, creativity, collaboration, and entrepreneurship are encouraged as employees work to achieve organizational goals.

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.