Call Center Lead & Administrative Coordinator

The University of Texas at Austin; Austin (TX); Remote; USD 55,000 - 60,000; Full time

Job summary

The University of Texas at Austin is seeking an Administrative Program Coordinator to lead the Call Center operations within the Texas Foster Youth Network. The role supports Call Center Specialists, ensures policy adherence, and manages real-time escalation and documentation to maintain high service standards.

Ideal candidates will have a bachelor’s degree, 3+ years coordinating a program, and experience in youth services or related fields, with strong communication and trauma-informed

Qualifications

• Bachelor's Degree in field related to work to be performed
• At least 3 years of experience coordinating or administering a program
• Lived experience in foster care and experience in customer service, peer support, human services, youth services, call center operations, information and referral, or related service environment
• Dependable with consistent attendance, punctuality, responsiveness, and timely communication
• Ability to communicate with empathy, respect, and professionalism with diverse backgrounds
• Ability to apply trauma-informed, youth-centered, choice-centered, and strength-based approaches
• Ability to remain calm and organized during difficult situations, with sound judgment on escalation or emergency response
• Strong verbal and written communication skills and ability to provide real-time direction
• Strong organizational skills to manage multiple priorities and maintain professional boundaries
• Experience with web-based systems, virtual meetings, and Microsoft Office Suite

Responsibilities

• Provide real-time guidance to call center specialists during live calls/texts/chats and handle contacts as needed
• Offer operational oversight during shifts and serve as first point of support for staff
• Reinforce policies, call flows, confidentiality, and escalation procedures during live operations
• Ensure accurate, timely documentation of contacts, referrals, and risk flags in iCarol
• Assist new staff with procedures and stay updated on resources and tools
• Maintain flexibility to adjust to staffing changes, volume, and operational needs
• Perform additional duties as assigned

Job description

The University of Texas at Austin is seeking an Administrative Program Coordinator to lead the Call Center operations within the Texas Foster Youth Network. The role supports Call Center Specialists, ensures policy adherence, and manages real-time escalation and documentation to maintain high service standards.

Ideal candidates will have a bachelor’s degree, 3+ years coordinating a program, and experience in youth services or related fields, with strong communication and trauma-informed