Call Center Team Lead

Recruitment #200922-UNCE-326


The Oklahoma State Department of Health (OSDH) is committed to providing quality health services to Oklahoma citizens.The mission of the Department of Health is to promote, protect and improve the health of all Oklahomans through strategies that focus on preventing disease and injuries.

The OSDH in conjunction with the Oklahoma Medical Marijuana Authority – OMMA is seeking a Call Center Team Lead. This is an unclassified position in state government, located in Oklahoma City, OK.  OSDH offers a comprehensive Benefits Packageincluding a generous benefit allowance to offset the cost of insurance premiums for employees and their eligible dependentsFor more information about the benefit allowance [click here]. The annual salary for this position is up to The annual salary for this position is up to $40,000, based on education and experience.


Position Summary
This position will provide full support to the Call Center Supervisor while operating the OMMA Call Center, including: staffing, training, monitoring, scheduling, policy development/ implementation. This position assist with train call center staff, at the direction of the Call Center Supervisor. Assists call center by providing customer service support to customers of the Oklahoma Medical Marijuana Authority when directed by Call Center Supervisor. Responsible for assisting monitoring call volume and quality assurance of the call center. The team lead contributes to the team and to the efficient and effective daily operations of the call center while assisting with ensuring calls are answered in a timely manner, that hold time is low, and that quality customer service is provided.

Position Responsibilities /Essential Functions
• Assist with team members training and professional development along with insuring that all call center protocol and procedures are followed.

• Assist team members with minor technical issues related to the phone system and/or computer.  Refer more complex issues to the IT department

• During peak periods, take calls to help meet production and quality metrics. Also assist with escalated calls to help with unresolved customer issues.

• Assist with customer complaints and assist with effectively resolving issues received from team members.

• Assist with reviewing recorded calls to identify opportunities for coaching. 

• Assist with preparing and/or maintaining various reports including but not limited to, attendance and call center quality metrics reports.
• Assist with various, routine administrative tasks.

Other Duties
Demonstrates knowledge of and supports mission, vision, value statements, standards, policies and procedures, operating instructions, confidentiality standards, and the code of ethical behavior.

Works effectively in team environment, participating and assisting their peers.

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Education and Experience
Qualified applicants will possess one year of experience in customer service working with the general public. Preferred applicants will possess a college degree and/or one year of experience working in a call center environment or medical marijuana industry/licensing experience.

Valued Knowledge, Skills and Abilities
– Medical marijuana licensing program, operational procedure adherence, rules pertaining to state laws and mandates, rules and regulations governing medical marijuana, administrative principles and practices, including data analysis, ad hoc research, program management.
Skills – Written and verbal communication, relationship building, time management, leadership, performance evaluation, reporting, decision making, attention to detail, teamwork, planning, computer skills, and multi-tasking.

Physical Demands and Work Environment
This position is set in an office environment and computer based.



If education, certification or licensure is required to meet qualifications, applicants must provide documentation at the time of interview.

All applicants are subject to a background check and must be legally authorized to work in the United States without visa sponsorship.


Please read instructions carefully and include all required documents when you submit your application.

No additional information will be accepted after the application has been submitted.


Veteran's Preference Points Apply only for initial appointment in the Classified Service.