Program Team Supervisor

BAKERRIPLEY; Houston (TX); On-site; USD 60,000 - 85,000; Full time

Job summary

BakerRipley is seeking a Program Team Supervisor – Contact Center in Houston to lead the Customer Service Coordinator team. You will guide inbound support via phone, email, and chat, ensuring accurate documentation in WAVE and CRM, and drive service excellence in line with Workforce Solutions’ standards.

You will coach staff, monitor KPIs, manage scheduling, and collaborate with specialized units to ensure smooth handoffs, while maintaining a professional, customer‑centered experience.

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.

Responsibilities

• Supervise CSCs providing inbound customer support via phone, email, and chat.
• Monitor team performance against KPIs and conduct monthly reviews.
• Provide coaching and feedback on customer service standards, accuracy, and professionalism.
• Oversee staff scheduling and coverage to meet SLAs.
• Coordinate with specialized units to ensure smooth handoffs.
• Compile daily and weekly performance reports and communicate with leadership.

Skills

Staff supervision

Coaching

Quality monitoring

Workflow management

Customer service

Data reporting

Education

Associate degree or equivalent experience

Bachelor’s degree preferred

Tools

CRM systems

WAVE scheduling

Microsoft Office

Job description

Founded in 1907 in Houston’s Second Ward (today’s East End), BakerRipley is the largest community development nonprofit in Texas, delivering holistic, community-based programs and services that bring resources, education, and connection to more than half a million people each year.BakerRipley works with Neighbors in approximately 60 services locations to help them discover the strengths and skills necessary to become productive and self-sufficient, so that they can fulfill their aspirations to earn, learn, belong, and be well.Through our work in socioeconomic mobility, health and wellness, and education, BakerRipley is addressing the inequities that prevent our Neighbors from navigating a pathway to achieve their dreams.Program Team Supervisor – Contact CenterPosition SummaryThe Contact Center Service Coordinator Supervisor oversees the daily operations and performance of the Customer Service Coordinator (CSC) team, who serve as the initial point of contact for inbound inquiries across the 13-County Gulf Coast region. The Supervisor ensures that customers receive timely, accurate, and professional service via phone, email, and web chat, and that interactions are properly documented in WAVE and CRM systems. This role provides coaching, quality monitoring, workflow support, and escalation management to ensure smooth routing of customers to programs such as job search, training, childcare, SNAP/TANF, and RESEA. The Supervisor promotes excellence in customer service, staff development, and adherence to Workforce Solutions’ service delivery model.Key ResponsibilitiesStaff 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 service-level agreements (SLAs).Workflow & Service Delivery OversightEnsure staff complete quick assessments accurately (job search, training, childcare, SNAP/TANF/RESEA).Monitor appointment scheduling in WAVE for proper routing to internal teams.Ensure customer interactions are properly documented in WAVE or CRM.Troubleshoot customer escalations promptly and professionally.Quality Assurance & Performance MonitoringMonitor team performance against established KPIs (speed to answer, contact resolution, call quality, documentation accuracy).Conduct monthly reviews of staff interaction records and documentation quality.Provide timely corrective action and retraining where performance gaps exist.Customer Experience & Service StandardsEnsure professionalism, empathy, and high-quality service standards in all interactions.Identify trends in customer needs and recommend workflow improvements.Coordinate with specialized units to ensure smooth handoffs.Training & DevelopmentOnboard new CSCs and provide refresher training as needed.Provide ongoing training on WorkInTexas navigation, program knowledge, WAVE scheduling, and CRM usage.Maintain updated reference materials.Reporting & CommunicationCompile daily and weekly performance reports (call volume, response times, routing trends, service gaps).Maintain open communication with leadership and partner teams.Participate in leadership meetings and provide operational feedback.QualificationsAssociate degree or equivalent experience; Bachelor’s degree preferred.Minimum 2–3 years customer service experience in a high‑volume environment.Prior supervisory or lead experience strongly preferred.Strong organizational, communication, and coaching skills.Ability to manage multiple priorities and maintain professionalism under pressure.Proficient with Microsoft Office, CRM systems, and call center platforms.Knowledge of Workforce Solutions programs, WorkInTexas, and WAVE is a plus.