Call Center Supervisor
State of Oklahoma
Date: 2 days ago
City: Oklahoma City, OK
Contract type: Full time
The Oklahoma Medical Marijuana Authority (OMMA) is seeking a full-time Call Center Supervisor. This is a state position governed by the Civil Service Rules, in state government located in Oklahoma City, OK. OMMA offers a comprehensive benefits packet, including a generous benefit allowance to offset the cost of insurance premiums for employees and their eligible dependents. The annual salary for this position is up to $70,000 based on education and experience.
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!
Position Summary
The Call Center Supervisor oversees the operations of the OMMA Call Center. This role ensures the implementation of effective procedures and standards to maintain a fully functioning call center. This role is responsible for monitoring performance trends, supporting the Communications Department and ensuring quality assurance standards. The supervisor manages Call Center staff and leads training initiatives, process improvements, project management and strategic planning.
Position Responsibilities /Essential Functions
Education And Experience
Education and Experience required at this level consists of a bachelor’s degree or a combination of education and experience substituting one year of professional level experience for each year of the required education.
Preferred Qualifications
Preference may be given to candidates who possess:
Knowledge, skills and abilities required at this level include knowledge of agency policies and procedures; of all state and federal legislation related to assigned agency programs; and of supervisory principles and practices.
Ability is required to supervise and evaluate personnel and program performance; to communicate effectively, both orally and in writing; to interpret and apply policy material; and to maintain effective working relationships with others.
Physical Demands and Work Environment
Work is typically performed in an office setting with climate-controlled settings and exposure to moderate noise levels. While performing the duties of the job, employee is required to talk, stand, walk and reach with hands and arms. This position requires long periods of sitting and daily use of computer and phone.
PLEASE NOTE: You are ineligible for OMMA employment if you are: an individual that has a direct or indirect interest in a licensed medical marijuana business; an individual who has or whose spouse, parent, child, spouse of a child, sibling, or spouse of a sibling has an application for a medical marijuana business license pending before the Department; a member of the board of directors of a medical marijuana business; or an individual financially interested in any licensee or medical marijuana business.
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!
Position Summary
The Call Center Supervisor oversees the operations of the OMMA Call Center. This role ensures the implementation of effective procedures and standards to maintain a fully functioning call center. This role is responsible for monitoring performance trends, supporting the Communications Department and ensuring quality assurance standards. The supervisor manages Call Center staff and leads training initiatives, process improvements, project management and strategic planning.
Position Responsibilities /Essential Functions
- Assists in planning, developing and organizing all phases of work necessary for Call Center operations.
- Communicates issues affecting overall Call Center functionality, including resolution timelines, to leadership in a timely manner.
- Ensures timely and transparent communication to support cross-functional collaboration.
- Prepares reviews and maintains administrative documents and reports.
- Maintains knowledge and awareness of current trends and developments across OMMA program areas to ensure the Call Center is operating in alignment with OMMA's mission, vision and values.
- Implements, executes and monitors a customer service satisfaction plan.
- Develops and maintains an effective organizational structure to ensure customer questions and complaints are addressed in a timely manner.
- Collaborates with Call Center Leads and relevant departments to create reference and training materials for Call Center Specialists.
- Identifies and communicates training needs and trends with leadership.
- Monitors and communicates updates to regulations and policies to team members.
- Other duties as assigned.
Education And Experience
Education and Experience required at this level consists of a bachelor’s degree or a combination of education and experience substituting one year of professional level experience for each year of the required education.
Preferred Qualifications
Preference may be given to candidates who possess:
- 2 years of experience in state government.
- 3 years of experience in call center management.
Knowledge, skills and abilities required at this level include knowledge of agency policies and procedures; of all state and federal legislation related to assigned agency programs; and of supervisory principles and practices.
Ability is required to supervise and evaluate personnel and program performance; to communicate effectively, both orally and in writing; to interpret and apply policy material; and to maintain effective working relationships with others.
Physical Demands and Work Environment
Work is typically performed in an office setting with climate-controlled settings and exposure to moderate noise levels. While performing the duties of the job, employee is required to talk, stand, walk and reach with hands and arms. This position requires long periods of sitting and daily use of computer and phone.
PLEASE NOTE: You are ineligible for OMMA employment if you are: an individual that has a direct or indirect interest in a licensed medical marijuana business; an individual who has or whose spouse, parent, child, spouse of a child, sibling, or spouse of a sibling has an application for a medical marijuana business license pending before the Department; a member of the board of directors of a medical marijuana business; or an individual financially interested in any licensee or medical marijuana business.
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