OMMA Call Center Supervisor

Recruitment #211008-UNCE-309

Introduction

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.

OSDH is seeking a full time Call Center Supervisor. This is an unclassified position in state government working for the Oklahoma Medical Marijuana Authority - OMMA, located in Oklahoma City, OK. The annual salary for this position is up to $53,000 based on education and experience.

Position Description
This position will assist the Call Center Manager in the Operation of the OMMA Call Center including: supervising, staffing, training, monitoring, scheduling, policy development/ implementation. Responsible for monitoring call volume and quality assurance of the call center. Will supervise some subordinate staff and will complete and review performance evaluations. Establishes and monitors program compliance with performance targets; assists the Call Center Manager with planning for the current year and the future.

Position Responsibilities/Essential Functions
• Assist the Call Center Leads and Manager with managing and addressing any customer inquiries, complaints, and escalations in a timely manner
• Effectively communicate, and ensure a collaborative and team-based work environment
• Measure performance with key metrics such as call abandonment, time on hold, call quality, and accuracy
• Devise ways to optimize performance and keep staff motivated
• Supervising staff and preparing/reviewing administrative documents and reports
• Assist Call Center Manger with creating instructional materials and job aides.
• Assist Call Center Manager with developing materials for ongoing trainings for the Call Center staff
• Answer questions from staff and provide guidance and feedback
• Assess call resources and customer service satisfaction
• Review and be familiar with all statutory and rule regulations related to OMMA; assist the Call Center Manager to ensure all statute and rule changes are clearly captured in training
materials and updated
• Maintain knowledge and awareness of current trends and developments related to program area to ensure alignment of health improvement plans, systems, and initiatives
• Review call trends including peak times/season, frequent questions, and other trends and assist the Call Center Manager with planning for future needs and changes
• Keep Manger informed on issues and problems

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.

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

MINIMUM QUALIFICATIONS

• A high school diploma and at least 3-5 years’ experience working in a call center environment
• Proven experience as call center supervisor or similar supervisory position
• Experience in customer service is essential
• Proficient in English; Good knowledge of additional languages will be a definite plus
• Working knowledge of MS Office
• Tech savvy with knowledge of telephone equipment and relevant computer programs
• Knowledge of performance evaluation procedures
• Outstanding communication and negotiation abilities
• A results-oriented approach
• Excellent organizational and leadership skills
• Experience working in a team-based environment
• Ability to adapt to frequent change
• Ability to work under pressure

NOTES

REQUIREMENTS:
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.

FOR ADDITIONAL INFORMATION ABOUT WORKING AT THE OKLAHOMA STATE DEPARTMENT OF HEALTH CLICK HERE

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.

Conclusion

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