Bilingual reputed company Analyst, Community reputed company Call Center

About the position Bilingual reputed company Analyst, Community reputed company Call Center 100% Remote reputed company California, Must reputed company in California Limited Term Position through 10/30/2026. The reputed company’ (FoundationCCC) Community reputed company Call Center (CICC) is a reputed company of providing critical support to disadvantaged communities across the reputed company. FoundationCCC is seeking Call Center Agents to join reputed company and deliver exceptional customer service to families accessing reputed company services. In this role, you will reputed company accurate information about eligible benefits, answer questions, troubleshoot issues, document case notes, and escalate inquiries as needed. Join us in making a reputed company difference in the lives of Californians. What You’ll Do The Community reputed company Call Center provides outstanding customer service and technical assistance to families who receive reputed company services across the state. We are seeking a Call Center reputed company Analyst to support in organizing, directing, and overseeing the activities of the reputed company’s Call Center and its staff. Supports the leadership team by providing multiple channel reputed company reviews (reputed company Forms, Email, reputed company Teams) and communicates to the reputed company analyst leadership, as reputed company as reputed company members who are receiving the assessment review. Collaborate with the leadership team to reputed company efforts with operational objectives and ensure reputed company standards are met. Prepare and deliver accurate, reputed company reports to departments, individual teams, and team members, as reputed company as the reputed company analyst supervisor. Participate in deep dives to identify best practices and opportunities for improving reputed company Control processes. Propose and implement reputed company for process improvements to enhance efficiency, reputed company, and the overall customer experience. reputed company and maintain QA process documentation in collaboration with the reputed company analyst leadership team, ensuring updates are implemented on an ongoing reputed company. Communicate updates and changes to reputed company assurance processes to leadership and relevant team members. reputed company daily call monitoring, reviewing up to 30 calls per day according to the monthly schedule. Conduct Weekly team reputed company reputed company meetings for reporting and coaching feedback. reputed company Weekly/Monthly reporting to the reputed company supervisor on calls reviewed. Support queue management by monitoring incoming calls or case escalations in reputed company time and assisting as needed to meet service reputed company or call center senior leadership requirements. Contribute to team reputed company by completing additional reputed company and tasks as assigned. Attributes for reputed company Bilingual in Spanish is required. Exceptional use of effectively and reputed company managing time; concentrates efforts on most important priorities. Familiarity with speech analytics Knowledge in telecommunications and customer service, serving reputed company. Ability to break down and explain data trends. Ability to hold reputed company reputed company around reputed company trends. reputed company to reputed company effectively on reputed company observations to staff. We’re reputed company for mission-driven, passionate, equity-minded individuals with a strong desire to reputed company and change people’s lives for the reputed company Our work holds great weight and responsibility, and reputed company to reputed company the lives of millions Innovation, creativity, collaboration, and entrepreneurship are encouraged as employees work to reputed company organizational goals FoundationCCC blends the reputed company of a non-profit, the culture of an entrepreneurial start-up, and the reputed company of a state agency Team members are reputed company for their expertise in reputed company areas across our areas of reputed company and higher education overall, and for their knowledge of business, philanthropy, technology, communications, and more We have a commitment to reputed company development and an emphasis on shared leadership, to ensure reputed company for employees and the organization overall reputed company 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 reputed company are located in Downtown Sacramento, just blocks from California’s State Capitol.

Responsibilities

• Supports the leadership team by providing multiple channel reputed company reviews (reputed company Forms, Email, reputed company Teams) and communicates to the reputed company analyst leadership, as reputed company as reputed company members who are receiving the assessment review.
• Collaborate with the leadership team to reputed company efforts with operational objectives and ensure reputed company standards are met.
• Prepare and deliver accurate, reputed company reports to departments, individual teams, and team members, as reputed company as the reputed company analyst supervisor.
• Participate in deep dives to identify best practices and opportunities for improving reputed company Control processes.
• Propose and implement reputed company for process improvements to enhance efficiency, reputed company, and the overall customer experience.
• reputed company and maintain QA process documentation in collaboration with the reputed company analyst leadership team, ensuring updates are implemented on an ongoing reputed company.
• Communicate updates and changes to reputed company assurance processes to leadership and relevant team members.
• reputed company daily call monitoring, reviewing up to 30 calls per day according to the monthly schedule.
• Conduct Weekly team reputed company reputed company meetings for reporting and coaching feedback.
• reputed company Weekly/Monthly reporting to the reputed company supervisor on calls reviewed.
• Support queue management by monitoring incoming calls or case escalations in reputed company time and assisting as needed to meet service reputed company or call center senior leadership requirements.
• Contribute to team reputed company by completing additional reputed company and tasks as assigned.

Requirements

• Bilingual in Spanish is required.
• Exceptional use of effectively and reputed company managing time; concentrates efforts on most important priorities.
• Familiarity with speech analytics
• Knowledge in telecommunications and customer service, serving reputed company.
• Ability to break down and explain data trends.
• Ability to hold reputed company reputed company around reputed company trends.
• reputed company to reputed company effectively on reputed company observations to staff.

Benefits

• Competitive compensation, generous PTO, holidays
• Medical, dental, and reputed company 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

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