OMMA Call Center Lead

Recruitment #220525-E55C-04

Introduction

Oklahoma Medical Marijuana Authority (OMMA) is a fast-paced, rapidly growing agency that is charged with regulating and licensing the medical marijuana industry in Oklahoma.

OMMA will become a standalone state agency, separating from the Oklahoma State Health Department (OSDH) as of November 1, 2022. This change is per SB1543, which was signed by Governor Kevin Stitt on May 11, 2022.

Every position at OMMA brings an opportunity to build out new policies and procedures using innovative and creative problem-solving. With any opportunity, challenges rear their heads. Candidates must be willing to apply critical thinking and problem-solving skills to tackle challenges in order to succeed at OMMA. We are an agency that will not settle for status quo or complacency. Candidates must be willing to work hard to help OMMA be the best at what we are entrusted to do.

If this sounds like a challenge you are willing to take on, we look forward to reviewing your application!

OMMA is seeking a full time OMMA Call Center Lead providing support to OMMA. This is a state employee position governed by the Civil Service Rules, in state government located in Oklahoma City, Oklahoma.  OSDH offers a comprehensive Benefits packet, including a generous benefit allowance to offset the cost of insurance premiums for employees and their eligible dependents.  For more information about the benefit allowance, follow this link  Plan Year 2022. The annual salary for this position is up to $47,500.00, based on education and experience.

Position Summary:
This position will be responsible for supporting OMMA Call Center Specialists. The Call Center Lead will work to ensure established procedures and standards are being followed in order to operate an effective, fully functioning call center for the OMMA program. This position is responsible for tracking questions and customer service issues to help create a full picture showing overall Call Center trends. The Lead directly supervises Call Center Specialists and will monitor and track their time using Key Performance Indicators (KPIs). This position is also responsible for providing adequate coaching and training to Call Center Specialists. The Call Center Lead will report directly to the Call Center Supervisor and is expected to work collaboratively and efficiently with other Call Center Leads to ensure consistent messaging, and troubleshoot and prevent potential knowledge gaps. Leads will be expected to assist callers to ensure proper customer service satisfaction.

Position Responsibilities /Essential Functions:
•Perform regular call reviews, measure Call Center Specialists’ performance as directed by the Call Center Supervisor, and provide feedback to ensure departmental and organizational objectives are met.
•Take inbound calls and make outbound calls to meet performance objectives as determined by the Call Center Supervisor and ensure all escalations are handled promptly and effectively.
•Responsible for directly supervising Call Center Specialists to ensure all departmental and organizational objectives are met, and procedures are followed and implemented.
•Supervise staff and prepare/review administrative documents and reports.
•Provide excellent customer service to internal and external customers.
•Assist with various other 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 a team environment and assists their peers.
 
Valued Knowledge, Skills and Abilities
Knowledge – Background information pertaining to Oklahoma’s medical marijuana program; familiarity with OMMA’s licensing software (Thentia) and call software (CXone) is a plus.

Skills – Written and verbal communication, time management, employee performance evaluation, Microsoft Office suite, coaching and training, and soft skills necessary for call center employees, including but not limited to active listening, empathy and de-escalation techniques.

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

MINIMUM QUALIFICATIONS

•Qualified applicants will possess two years of experience in customer service working with the general public. Preferred applicants will possess at least one year of experience working in a call center environment or the Oklahoma medical marijuana industry.
•Working knowledge of Microsoft Office
•Tech savvy with knowledge of telephone equipment and relevant computer programs, including CXone
•Knowledge of performance evaluation procedures
•A results-oriented approach and growth mindset are critical
•Experience working within a team-based environment
•Ability to adapt to frequent change
•Ability to work under pressure
•Customer service training experience

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.