*Supervisor

If you want to make a positive impact in the lives of Oklahoma, join us at the Center for Public Management (CPM) because that is what we do daily. CPM is a department within the College of Continuing Education at the University of Oklahoma. We provide public sector agencies, staff, service providers, clients and community partners training, research and consultant support for professional and programmatic development. We deliver cost-effective, customer-oriented solutions that are tailored to meet unique needs and situations.

The Supervisor will provide direct supervision of Support Specialists and collaborate with management in the development, implementation and oversight of operational and personnel functions.

The Supervisor Duties Include:

• Plans and coordinates special projects
• Prepares staff schedules and monitors and approves time worked.
• Coordinates department personnel and payroll issues
• Collects and disseminates information for internal and external customers
• Updates office procedures for a more efficient operation when necessary
• Answers questions, provides information and handles complaints for internal and external customers
• Selects, supervises and directs employees in meeting quality and customer support requirements and addresses production challenges. 
• Monitors team productivity and provides performance evaluations, constructive feedback, mentorship and disciplinary action when necessary.
• Review operational and performance data to ensure alignment with goals.
• Performs other related duties as assigned.

This position is located in Noble, Oklahoma and may be eligible for remote or hybrid work.

Required Education: Bachelor's degree, AND:

• 12 months of related experience.

Equivalency/Substitution: Will accept 48 months experience in lieu of the Bachelor's degree for a total of 60 months related experience.

Skills:

• Strong ability to coach and motivate team members
• Ability to communicate effectively in oral and written form
• Advanced computer skills with wide knowledge of business software
• Proficient in Microsoft Office
• Detail oriented for accuracy of data and information, and ability to adhere to deadlines
• Experience in customer service and conflict resolution
• Proficiency with productivity software and collaboration tools
• Highly organized and able to handle multiple projects and deadlines
• Basic math skills

Certifications: None

Advertised Working Conditions:

• Communicate effectively
• Engage in repetitive motion
• Standard office environment.

Departmental Preferences:

• Supervision in a contact center environment
• Experience with social service benefit programs

Supervision: 10 Contact Center Specialist

Special Instructions: If you are selected as a final candidate for this position, you will be subject to The University of Oklahoma Norman Campus Tuberculosis Testing policy.  To view the policy, visit https://hr.ou.edu/Policies-Handbooks/TB-Testing .

Why You Belong at the University of Oklahoma: The University of Oklahoma fosters an inclusive culture of respect and civility, belonging, and access, which are essential to our collective pursuit of excellence and our determination to change lives. The unique talents, perspectives, and experiences of our community enrich the learning, and working environment at OU, inspiring us to harness our innovation, creativity, and collaboration for the advancement of people everywhere.

Equal Employment Opportunity Statement: The University of Oklahoma, in compliance with all applicable federal and state laws and regulations, does not discriminate based on race, color, national origin, sex, sexual orientation, genetic information, gender identity, gender expression, age, religion, disability, political beliefs, or status as a veteran in any of its policies, practices, or procedures. This includes, but is not limited to, admissions, employment, financial aid, housing, services in educational programs or activities, and health care services that the University operates or provides.