Description

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. Performs various duties as needed to successfully fulfill the function of the position. 

This position may be eligible for hybrid work.

Requirements

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.

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.