*Training Senior

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 Energy Assistance program to assist with and support training needs.

Duties include:

• Training development and management
• Performs research functions, analyze data, and provide customer service and support
• Identifies discrepancies and resolve problems.
• Researches state and federal policies to develop and implement procedures to ensure compliance with state and federal requirements.
• Maintains level of knowledge and skill needed to complete complicated or heated contact center transactions.
• Establishes and maintains professional internal and external relationships.
• Participates in initial and on-going training to maintain level of knowledge of contact center and agency policies and procedures.
• Participates on work teams to develop project goals and support materials
• Researches information using specialized database. Maintains accurate call tracking information through a 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 and Experience: High School Diploma or GED, AND:

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

Skills:

• Ability to communicate verbally and in writing
• Ability to understand written material and instructions
• Proficient using a computer and telephone
• Detail oriented for accuracy of data and information
• Customer service skills
• Strong initiative to solve problems
• General office skills such as multi-line phone, copying, filing, faxing, and mail
• Ability to research information to obtain an answer or solution to a problem in a timely manner

Certifications: None

Working Conditions:

• Physical:
  • Sit and talk for prolonged periods.
  • Communicate effectively and listen.
  • Engage in repetitive motion of the wrist, hand, and fingers.
  • Hand and finger dexterity.
  • Use of computer and telephone.
• Environmental:
  • Standard Office Environment.

Departmental Preferences: None

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 values our community's unique talents, perspectives, and experiences. At OU, we aspire to harness our innovation, creativity, and collaboration for the advancement of people everywhere. You Belong Here!

Equal Employment Opportunity Statement: The University, in compliance with all applicable federal and state laws and regulations, does not discriminate on the basis of race, color, national origin, sex, sexual orientation, marital status, genetic information, gender identity/expression (consistent with applicable law), age (40 or older), 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, housing, financial aid, and educational services.