Remote Call Center Lead (Trauma-Informed)

The University of Texas at Austin; Utah; Hybrid; USD 60,000 - 90,000; Full time

Job summary

The University of Texas at Austin’s Texas Institute for Child and Family Wellbeing seeks an Administrative Program Coordinator to lead call center operations serving current and former foster youth. You will provide real-time guidance, de-escalation, and trauma-informed support to Call Center Specialists during live interactions.

The role includes shift oversight, ensuring policy adherence, accurate documentation in iCarol, and coordination with TXFYN leadership.

Qualifications

• Bachelor's degree required with 3+ years coordinating or administering a program.
• Experience in customer service, peer support, human services, or call center operations is required.
• Ability to communicate with empathy and professionalism with diverse populations.
• Ability to maintain confidentiality and manage sensitive information.
• Familiarity with trauma-informed, youth-centered approaches preferred.

Responsibilities

• Provide real-time guidance to call center specialists during live calls and help with de-escalation.
• Oversee shift operations, monitor coverage and breaks, and ensure smooth hand-offs of cases.
• Reinforce policies, documentation, and confidentiality in live operations; support referrals and warm handoffs.
• Ensure timely documentation of contacts, referrals, and risk flags in iCarol; communicate concerns to leadership.
• Assist new staff with procedures and adapt to staffing changes and evolving resources.

Skills

Customer service

Trauma-informed communication

De-escalation

Education

Bachelor's Degree in related field

Tools

iCarol

Job description

The University of Texas at Austin’s Texas Institute for Child and Family Wellbeing seeks an Administrative Program Coordinator to lead call center operations serving current and former foster youth. You will provide real-time guidance, de-escalation, and trauma-informed support to Call Center Specialists during live interactions.

The role includes shift oversight, ensuring policy adherence, accurate documentation in iCarol, and coordination with TXFYN leadership.