Training Coordinator, Community Impact Call Center

Location: California

** 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
* Foundation

CCC 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
** Foundation

CCC 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…