Bilingual Call Center Lead, Community Impact Call Center (CICC)

Bilingual Call Center Lead, Community Impact Call Center

100% Remote within California, Must reside in California

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.