Senior Contact Center Specialist

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.