Contact Center Program Team Lead

Crghouston; Houston (TX); On-site; USD 55,000 - 75,000; Full time

Job summary

BakerRipley is seeking a Program Team Supervisor – Contact Center to lead the Customer Service Coordinator (CSC) team across phone, email, and web chat in the 13-County Gulf Coast region. You will coach staff, monitor quality, and ensure timely documentation in WAVE and CRM, guiding customers to programs like job search, training, childcare, SNAP/TANF, and RESEA.

The role emphasizes service excellence, staff development, and adherence to the organization’s service delivery model.

Qualifications

• Associate degree or equivalent experience; Bachelor’s degree preferred.
• 2–3 years customer service experience in a high-volume environment.
• Prior supervisory or lead experience strongly preferred.
• Strong organizational, communication, and coaching skills.
• Proficient with Microsoft Office, CRM systems, and call center platforms.
• Knowledge of Workforce Solutions programs, WorkInTexas, and WAVE is a plus.

Responsibilities

• Staff supervision & coaching. Supervise CSCs providing inbound customer support via phone, email, and chat.
• Conduct weekly quality checks of calls, chats, and email interactions.
• Provide coaching and feedback on customer service standards, accuracy, and professionalism.
• Oversee staff scheduling, break schedules, and coverage planning to maintain SLAs.
• Monitor team performance against KPIs (speed to answer, contact resolution, call quality, documentation).
• Coordinate with specialized units to ensure smooth handoffs.

Skills

Customer service

Supervisory experience

Coaching

Communication

Organizational skills

CRM systems

Microsoft Office

Call center platforms

WAVE knowledge

Education

Associate degree or equivalent experience

Bachelor’s degree preferred

Tools

CRM systems

Microsoft Office

WAVE scheduling

Job description

BakerRipley is seeking a Program Team Supervisor – Contact Center to lead the Customer Service Coordinator (CSC) team across phone, email, and web chat in the 13-County Gulf Coast region. You will coach staff, monitor quality, and ensure timely documentation in WAVE and CRM, guiding customers to programs like job search, training, childcare, SNAP/TANF, and RESEA.

The role emphasizes service excellence, staff development, and adherence to the organization’s service delivery model.