About this role

Provide accurate information about eligible benefits, answer questions, troubleshoot issues, document case notes, and escalate inquiries as needed
Organizing, directing, and overseeing the activities of the Foundation’s Call Center and its staff
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

Bilingual in Spanish required
Ability to work remotely and navigate various technology platforms (Zoom, MS Office Suite-Teams, Outlook, Salesforce Lightning, Google Suite, etc.)
Analyze complex issues, evaluate alternative solutions, develop sound conclusions, and recommend an appropriate course of action
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

Bilingual Call Center Lead

Key skills