Job Description:

Join the Center for Public Management (OU CPM) at the University of Oklahoma and be part of a team dedicated to making a daily impact in the lives of Oklahomans. Located within the College of Continuing Education, OU CPM specializes in providing training, research, and consulting to enhance the efficiency and effectiveness of public sector agencies, staff, and community partners. Our focus is not only on professional and programmatic development but also on fostering a culture of growth and opportunity since 1994.

If making a meaningful difference in public service excites you, OU CPM is where your passion meets purpose.

The Training Senior provides support to the program trainer for the OKDHSLIVE and/or Energy Assistance programs to assist with and support training needs.

 

Duties include:

• Supports initial and ongoing training development and training facilitation for the program.


• Supports development of training materials and job aids


• Coordinate training schedule and training activities.


• Research information using specialized database.


• Maintains accurate call tracking information through the database.


• Maintains level of knowledge and skill needed to complete complicated or heated contact center transactions.


• Participates in initial and on-going training to maintain level of knowledge of contact center and agency policies and procedures.


• Processes and follows up on customer requests.


• Performs related duties as assigned to successfully fulfill the function of the position.

Required Education:  High School Diploma or GED AND:

• 24 months experience in a call center or front line customer service.

Skills:

• Ability to draft, review and package training materials.


• Ability to facilitate classroom and virtual learning sessions.


• Ability to speak, read and write clear, concise English


• Ability to engage and support staff


• Basic computer skills including proficiency in Microsoft Office


• Strong initiative to solve problems


• Customer service

Certifications:

• None

Advertised Physical Requirements:

• Sit for prolonged periods


• Communicate effectively and listen


• Engage in repetitive motion


• Use of computer and telephone

Supervision:

• No Supervisory Duties

Departmental Preferences:

• 12 months experience with Adult and Family Service Programs


• 12 months experience with inbound phone support


• 12 months training development and/or facilitation experience

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.

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