Training Coordinator, Community Impact Call Center

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 Call Center Agents 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 a Call Center Operations Coordinator to support in organizing, directing, and overseeing the activities of the Foundation’s Call Center and its staff.

• Facilitate virtual and in-person classroom training sessions as needed, delivering a professional, creative, and engaging learning experience.
• Use Foundation Forward to create and manage training courses and classes that align with organizational goals and employee development needs.
• Collaborate with Operations to identify performance quality gaps and implement timely training interventions to improve efficiency and effectiveness.
• Facilitate new hire onboarding, learning, and development sessions in partnership with Operations, ensuring alignment with organizational policies and procedures.
• Propose, pilot, and evaluate the effectiveness of new training programs and content, ensuring they address organizational needs and enhance employee skills.
• Develop, implement, and maintain internal training policies and procedures to support consistent and effective learning experiences.
• Track training completion and manage onboarding activities for new employees, ensuring all records are accurate and up to date.
• 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.
• Participate in department initiatives, projects, and other tasks as assigned by call center leadership.
• Partner with the QA Supervisor to conduct needs, learner, and task analyses, identifying the best training design and delivery methods.
• Shadow new employees post-training to ensure knowledge retention and application of learned skills in real-world scenarios.

Attributes for Success

• Advanced proficiency with Microsoft Office Suite, database software applications, and other office equipment required.
• 2 + years of call center / customer service training experience
• Excellent oral presentation skills, interpersonal communications and writing skills
• Excellent communication skills with presenting, editing and writing
• Ability to build and maintain collaborative working relationships with a diverse staff and customer base.
• Knowledge of the Call Center environment.
• Ability to work remotely and navigate various technology platforms (Zoom, MS Office Suite-Teams, Outlook, other database programs, Google Suite, etc.).
• 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

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, 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

If you have any additional questions, please email us at jobs@foundationccc.org.

Budgeted Hourly Pay Range:

Final salary and rates are based on education, experience, skills relevant to the role, and internal equity.