Remote Call Center Lead & Administrative Coordinator

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

Job summary

University of Texas at Austin is seeking an Administrative Program Coordinator to lead the TXFYN Call Center operations on UT Main Campus. This grant-funded role provides real-time support to call center specialists serving current and former foster youth.

The position requires a Bachelor's degree and 3+ years coordinating programs, with experience in customer service and call center environments; strong communication and confidentiality are essential.

Qualifications

• Bachelor's degree and at least 3 years of experience 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 related service environment.
• Dependable with attendance, punctuality, responsiveness, follow-through and timely communication.
• Ability to communicate with empathy, respect, and professionalism with diverse backgrounds.

Responsibilities

• Provide real-time guidance to call center specialists during live calls/texts/chats and escalate as needed.
• Oversee shifts, monitor workflow, coverage and breaks.
• Reinforce policies, procedures, call flows, and confidentiality standards during live operations; assist with referrals and 'warm handoffs'.
• Ensure accurate, timely documentation of contacts, referrals, and risk flags in iCarol.
• Assist new staff to apply procedures in real-time situations and support implementation of new technologies.
• Promote accountability, respect, collaboration, and healthy boundaries; adapt to staffing changes.
• Additional duties as assigned.

Skills

Lived experience foster care

Customer service experience

Call center operations

Trauma-informed communication

Empathy and professionalism

Verbal and written communication

Remote team collaboration

Confidentiality awareness

Education

Bachelor's Degree in related field

Tools

Microsoft Office Suite

iCarol (information & referral platform)

Web-based systems / virtual meeting platforms

Job description

University of Texas at Austin is seeking an Administrative Program Coordinator to lead the TXFYN Call Center operations on UT Main Campus. This grant-funded role provides real-time support to call center specialists serving current and former foster youth.

The position requires a Bachelor's degree and 3+ years coordinating programs, with experience in customer service and call center environments; strong communication and confidentiality are essential.