Workforce Optimization Support Specialist

University of Oklahoma

Oklahoma, OK

ID: 7117666 (Ref.No. ta223333)
Posted: December 8, 2022
Application Deadline: Open Until Filled

Job Description

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If you want to make a positive impact in the lives of Oklahomans, 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 Workforce Optimization Support Specialist provides subject matter expertise and assistance to users within the CXone Contact Center platform and affiliated modules. This position will be responsible for providing product information, account maintenance, product training and support needs of the end users.

They will interact with and support end users from multiple contact centers; serve as a technical resource providing troubleshooting and customer assistance on CXone software related issues. Document troubleshooting steps and resolutions, collaborate with peers to identify trending issues and provide feedback on business needs or opportunities. Demonstrate high integrity and maintain professional internal and external relationships that meet the department’s core values.

This position may be eligible for remote or hybrid work.

Job Requirements

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Required Education: High School Diploma or GED, AND:

18 months experience in data analysis, project coordination, or related experience.

Skills:

Ability to communicate verbally and in writing
Ability to understand written material and instructions
Excellent customer service skills
Basic computer skills
Detail oriented
Ability to research information to obtain an answer or solution to a problem in a timely manner

Certifications:

None

Advertised Physical Requirements:

Ability to sit and talk for prolonged periods. Hand and finger dexterity. Engage in repetitive motion of the wrist, hand, and fingers. Standard Office Environment.

Departmental Preferences:

24 months professional IT support experience
Experience with NICE CXone contact center software
Experience with contact center ticketing systems

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.

Diversity Statement: The University of Oklahoma is committed to achieving a diverse, equitable, and inclusive university community by recognizing each person's unique contributions, background, and perspectives. The University of Oklahoma strives to cultivate a sense of belonging and emotional support for all, recognizing that fostering an inclusive environment for all is vital in the pursuit of academic and inclusive excellence in all aspects of our institutional mission.

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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