Trauma-Informed Call Center Lead & Admin Coordinator

University of Texas; United States; Hybrid; USD 55,000 - 60,000; Full time

Job summary

The University of Texas at Austin seeks an Administrative Program Coordinator to lead the TXFYN Call Center at UT Main Campus. You will provide real-time guidance to specialists, ensure policy and safety standards, and support escalation procedures in real time.

You'll oversee shifts, document interactions, and coach staff to deliver trauma-informed, youth-centered service while maintaining confidentiality and collaboration with the Call Center Manager.

Qualifications

• Bachelor's Degree with at least 3 years coordinating or administering a program.
• Lived experience in foster care and related service settings.
• Experience in customer service, call centers, or information/referral services.
• Dependable with consistent attendance, punctuality, and timely communication.
• Ability to communicate with empathy and professionalism across backgrounds.
• Apply trauma-informed, youth-centered approaches in service delivery.

Responsibilities

• Provide real-time guidance to call center staff during live contacts and handle escalations as needed.
• Oversee shifts, monitor workflow, and support staff during coverage.
• Serve as first point of contact for staff and ensure proper documentation.
• Reinforce policies, call flows, and confidentiality during operations.
• Assist with referrals, warm handoffs, and addressing barriers to service access.
• Communicate significant concerns to leadership and support staff training.

Skills

Empathy

Communication

Trauma-informed

Staff support

Education

Bachelor's Degree in related field

Job description

The University of Texas at Austin seeks an Administrative Program Coordinator to lead the TXFYN Call Center at UT Main Campus. You will provide real-time guidance to specialists, ensure policy and safety standards, and support escalation procedures in real time.

You'll oversee shifts, document interactions, and coach staff to deliver trauma-informed, youth-centered service while maintaining confidentiality and collaboration with the Call Center Manager.