Program Team Supervisor (2899)

Founded in 1907 in Houston’s Second Ward (today’s East End), BakerRipley is the largest community development nonprofit in Texas, delivering holistic, community-based programs and services that bring resources, education, and connection to more than half a million people each year.

BakerRipley works with Neighbors in approximately 60 services locations to help them discover the strengths and skills necessary to become productive and self-sufficient, so that they can fulfill their aspirations to earn, learn, belong, and be well.

Through our work in socioeconomic mobility, health and wellness, and education, BakerRipley is addressing the inequities that prevent our Neighbors from navigating a pathway to achieve their dreams.

Program Team Supervisor – Contact Center

Position Summary

The Contact Center Service Coordinator Supervisor oversees the daily operations and performance of the Customer Service Coordinator (CSC) team, who serve as the initial point of contact for inbound inquiries across the 13-County Gulf Coast region. The Supervisor ensures that customers receive timely, accurate, and professional service via phone, email, and web chat, and that interactions are properly documented in WAVE and CRM systems. This role provides coaching, quality monitoring, workflow support, and escalation management to ensure smooth routing of customers to programs such as job search, training, childcare, SNAP/TANF, and RESEA. The Supervisor promotes excellence in customer service, staff development, and adherence to Workforce Solutions’ service delivery model.

Key Responsibilities

• Staff supervision & coaching.
• Supervise CSCs providing inbound customer support via phone, email, and chat.
• Conduct weekly quality checks of calls, chats, and email interactions.
• Provide coaching and feedback on customer service standards, accuracy, and professionalism.
• Oversee staff scheduling, break schedules, and coverage planning to maintain service-level agreements (SLAs).

Workflow & Service Delivery Oversight

• Ensure staff complete quick assessments accurately (job search, training, childcare, SNAP/TANF/RESEA).
• Monitor appointment scheduling in WAVE for proper routing to internal teams.
• Ensure customer interactions are properly documented in WAVE or CRM.
• Troubleshoot customer escalations promptly and professionally.

Quality Assurance & Performance Monitoring

• Monitor team performance against established KPIs (speed to answer, contact resolution, call quality, documentation accuracy).
• Conduct monthly reviews of staff interaction records and documentation quality.
• Provide timely corrective action and retraining where performance gaps exist.

Customer Experience & Service Standards

• Ensure professionalism, empathy, and high-quality service standards in all interactions.
• Identify trends in customer needs and recommend workflow improvements.
• Coordinate with specialized units to ensure smooth handoffs.

Training & Development

• Onboard new CSCs and provide refresher training as needed.
• Provide ongoing training on WorkInTexas navigation, program knowledge, WAVE scheduling, and CRM usage.
• Maintain updated reference materials.

Reporting & Communication

• Compile daily and weekly performance reports (call volume, response times, routing trends, service gaps).
• Maintain open communication with leadership and partner teams.
• Participate in leadership meetings and provide operational feedback.

Qualifications

Qualifications

• Associate degree or equivalent experience; Bachelor’s degree preferred.
• Minimum 2–3 years customer service experience in a high‑volume environment.
• Prior supervisory or lead experience strongly preferred.
• Strong organizational, communication, and coaching skills.
• Ability to manage multiple priorities and maintain professionalism under pressure.
• Proficient with Microsoft Office, CRM systems, and call center platforms.
• Knowledge of Workforce Solutions programs, WorkInTexas, and WAVE is a plus.