Call Center Supervisor, CICC

📋 Description

• • Supervise and manage daily operations of the Community Impact Call Center staff, including performance reviews, call monitoring, and ensuring professional, accurate, and prompt service delivery in alignment with organizational standards.
• • Provide continuous training and coaching to staff, develop and maintain training materials and procedures, and oversee ongoing training initiatives to ensure quality and up-to-date resource manuals.
• • Participate in recruitment and selection of direct reports, manage performance reporting and documentation, and assist with queue management and case escalations to meet service level requirements.
• • Contribute to team efforts by completing assigned projects, creating reports and presentations for leadership and partners, and performing administrative duties as directed by senior management.
• • The Foundation for California Community Colleges is a mission-driven organization dedicated to enhancing the California Community Colleges system, the largest and most diverse higher education system in the nation, with a goal to double its impact in the next decade through innovation, collaboration, and equity-focused initiatives.
• • Join a team that blends the impact of a non-profit, the culture of an entrepreneurial start-up, and the scale of a state agency, where employees are valued for their expertise in niche areas and commitment to professional development and shared leadership.
• • Develop leadership, analytical, and problem-resolution skills while working remotely across California, gaining experience in supervising teams, managing performance, and supporting families accessing social services through technical assistance and customer service.
• • Achieve meaningful impact by contributing to organizational goals that expand pathways to economic and social mobility for millions of Californians, while growing professionally in a mission-focused, equity-minded environment.