*Senior Contact Center Specialist (Project Management)

Join the Center for Public Management (OU CPM) at the University of Oklahoma and be part of a team dedicated to making a daily impact in the lives of Oklahomans. Located within the College of Continuing Education, OU CPM specializes in providing training, research, and consulting to enhance the efficiency and effectiveness of public sector agencies, staff, and community partners. Our focus is not only on professional and programmatic development but also on fostering a culture of growth and opportunity since 1994.

If making a meaningful difference in public service excites you, OU CPM is where your passion meets purpose.

The Senior Contact Center Coordinator assists the Case Initiation Center (CIC) management team in providing on-going training, mentoring and coaching to Contact Center Coordinators, ensuring program deliverables and accountabilities are fulfilled; through planning and oversight of special projects within CIC.

The position will be located in Norman, OK with flexible and/or remote option possible. This position will also participate in an onsite rotation schedule to be available to Contact Center Coordinators working onsite.

Job duties include but are not limited to:

• Researches information using specialized database
• Maintains accurate call tracking information through the database
• Maintains level of knowledge and skill needed to complete complicated or heated contact center transactions. 
• Participates in initial and on-going training to maintain level of knowledge of contact center and agency policies and procedures.
• Processes and follows up on customer requests.
• Performs various duties as needed to successfully fulfill the function of the position. 

This position requires a background check that involves a national search and fingerprint search to be eligible for employment. Results of the completed background check will be provided to the funding sponsor for their records.

Required Education: High School Diploma or GED, AND: 

• 24 months experience in a call center or front-line customer service

Equivalency/Substitution: 

Skills:

• Ability to speak, read and write clear, concise English
• Proficient in Microsoft Office
• Detail oriented for accuracy of data and information
• Customer service skills
• Must be able to perform basic data analysis
• Composition and proofreading skills
• Strong initiative to solve problems
• Ability to read and interpret legal documents

Certifications:

• None

Advertised Physical Requirements:

• Ability to engage in repetitive motions.  Ability to lift objects under 50 lbs.  Must be able to enter data into a complex database on a daily basis. Frequent exposure (50 to 60%) to physical and/or mental stress or discomfort caused by deadlines and busy periods.  Long periods of keyboarding, sitting and/or standing.

Departmental Preferences:

• 12 months coaching, training or supervisory experience
• Experience with child support OSIS computer systems
• Knowledge of adult learning styles and facilitation skills as this position may deliver feedback to individuals or small groups.

Special Instructions: If you are selected as a final candidate for this position, you will be subject to The University of Oklahoma Norman Campus Tuberculosis Testing policy.  To view the policy, visit https://hr.ou.edu/Policies-Handbooks/TB-Testing.

Why You Belong at the University of Oklahoma: The University of Oklahoma fosters an inclusive culture of respect and civility, belonging, and access, which are essential to our collective pursuit of excellence and our determination to change lives. The unique talents, perspectives, and experiences of our community enrich the learning, and working environment at OU, inspiring us to harness our innovation, creativity, and collaboration for the advancement of people everywhere.

Equal Employment Opportunity Statement: The University of Oklahoma, in compliance with all applicable federal and state laws and regulations, does not discriminate based on race, color, national origin, sex, sexual orientation, genetic information, gender identity, gender expression, age, religion, disability, political beliefs, or status as a veteran in any of its policies, practices, or procedures. This includes, but is not limited to, admissions, employment, financial aid, housing, services in educational programs or activities, and health care services that the University operates or provides.