Remote Call Center Lead: Administrative Program Coordinator

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

Job summary

University of Texas at Austin is seeking an Administrative Program Coordinator - Call Center Lead for the Texas Institute for Child and Family Wellbeing. The role guides call center specialists, ensures trauma-informed, youth-centered service delivery, and works closely with leadership to uphold TXFYN policies and escalation procedures.

The position supports real-time operations, documentation accuracy, and ongoing staff development while coordinating with a remote team across Texas.

Qualifications

• Bachelor's degree and 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 related service environment.
• Dependable with consistent attendance, punctuality, responsiveness, and timely communication.
• Ability to communicate with empathy, respect, and professionalism with diverse individuals.
• Trauma-informed, youth-centered, and strength-based approaches in service delivery.
• Ability to work remotely within Texas; some travel within Texas.
• Strong verbal and written communication skills and organizational abilities.

Responsibilities

• Provide real-time guidance to call center staff during live calls/texts/chats and personally handle contacts as needed.
• Oversee operational coverage during shifts and act as first point of support for staff.
• Monitor workflow, coverage and breaks; ensure clear hand-offs for urgent matters.
• Reinforce policies, confidentiality, and documentation during live operations.
• Assist staff with referrals, warm handoffs, and overcoming barriers to service access.
• Ensure accurate documentation of contacts, referrals, and risk flags in iCarol.
• Proofread documentation and handoffs; communicate significant concerns to management.
• Support new staff in applying procedures in real-time situations.
• Maintain awareness of current resources and updates; provide feedback on procedures/tools.
• Support implementation of new technologies and practices; promote accountability and collaboration.
• Draw on lived experience when appropriate and adapt to staffing changes.
• Additional duties as assigned.

Skills

Customer service

Call center operations

Information & referral

Empathy & professionalism

Education

Bachelor's degree in related field

Tools

iCarol

Microsoft Office Suite

Job description

University of Texas at Austin is seeking an Administrative Program Coordinator - Call Center Lead for the Texas Institute for Child and Family Wellbeing. The role guides call center specialists, ensures trauma-informed, youth-centered service delivery, and works closely with leadership to uphold TXFYN policies and escalation procedures.

The position supports real-time operations, documentation accuracy, and ongoing staff development while coordinating with a remote team across Texas.