Remote Call Center Lead & Administrative Coordinator

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

Job summary

The University of Texas at Austin is seeking an Administrative Program Coordinator - Call Center Lead for the Texas Foster Youth Network (TXFYN) Call Center. This grant-funded role oversees real-time operations, supports staff with trauma-informed communication, and ensures accurate documentation and referrals within iCarol.

You will guide call center specialists, manage shifts, and coordinate resources while coordinating with the Associate Dean for Research.

Qualifications

• Bachelor's Degree in field related to work with at least 3 years coordinating or administering a program.
• Lived experience in foster care.
• Experience in customer service, peer support, human services, youth services, call center operations, information and referral, or other related service environment.
• Must be dependable with consistent attendance, punctuality and timely communication.

Responsibilities

• Provide real-time guidance to call center staff during live calls/texts/chats and handle contacts as needed.
• Monitor workflow, coverage and breaks and provide shift oversight.
• Assist with referrals, warm handoffs, and documentation in iCarol; escalate concerns as needed.
• Support staff with procedures, resources, and trauma-informed approaches.

Skills

Program coordination

Call center operations

Trauma-informed approach

Communication skills

Education

Bachelor's Degree

Tools

iCarol

Microsoft Office

Job description

The University of Texas at Austin is seeking an Administrative Program Coordinator - Call Center Lead for the Texas Foster Youth Network (TXFYN) Call Center. This grant-funded role oversees real-time operations, supports staff with trauma-informed communication, and ensures accurate documentation and referrals within iCarol.

You will guide call center specialists, manage shifts, and coordinate resources while coordinating with the Associate Dean for Research.