Senior Admin Program Lead - Call Center & Youth Services

University of Texas at Austin; Salt Lake City (UT); On-site; USD 65,000 - 70,000; Full time

Job summary

The University of Texas at Austin, Texas Institute for Child and Family Wellbeing, seeks a Senior Administrative Program Coordinator (Assistant Manager) to support the TXFYN Call Center operations on UT Main Campus.

You will supervise navigators and staff, develop policies, analyze data, and ensure documentation in iCarol, while promoting trauma-informed, youth-centered service delivery and collaboration across departments.

Qualifications

• Bachelor's degree and 2+ years in supervisory roles; lived foster care experience.
• Experience in staff supervision, team leadership, and call center operations.
• Ability to manage multiple responsibilities, meet deadlines, and adapt to changing needs.
• Proficient in Microsoft Office; strong written and verbal communication; maintain confidentiality.

Responsibilities

• Develop policies, procedures, and workflows; support staffing and service coverage.
• Supervise navigators, leads, and specialists; provide feedback and escalate concerns.
• Lead onboarding, training, and staff development; facilitate coaching sessions.
• Analyze data and performance trends; recommend operational improvements.
• Ensure documentation accuracy in iCarol and related systems.

Skills

Staff supervision

Team leadership

Call center operations

Human services

Youth services

Communication skills

Microsoft Office

Education

Bachelor's degree

Tools

iCarol

Job description

The University of Texas at Austin, Texas Institute for Child and Family Wellbeing, seeks a Senior Administrative Program Coordinator (Assistant Manager) to support the TXFYN Call Center operations on UT Main Campus.

You will supervise navigators and staff, develop policies, analyze data, and ensure documentation in iCarol, while promoting trauma-informed, youth-centered service delivery and collaboration across departments.