SR Call Center Specialist

JOB SUMMARY:

The Senior Call Center Specialist provides hands-on operational support while assisting with daily supervision of Call Center Specialists. This role supports service level performance through active call handling, quality monitoring, coaching, escalation management, and documentation oversight. The Senior Specilaist serves as a working lead, modeling expected behaviors and supporting consistency, compliance, and performance improvement.

POSITION SPECIFIC

DUTIES & RESPONSIBILITIES:

* Handle inbound and/or outbound calls as needed to support service levels

* Model appropriate call flow, customer service standards, and documentation practices

* Assist with real-time workload and queue management

* Provide day-to-day guidance and support to Call Center Specialists

* Serve as the first-level escalation point for customer issues

* Support onboarding, training, and peer mentoring activities

* Respond to procedural, policy, and system-related questions

* Conduct call monitoring and quality reviews according to established standard

* Identify trends, performance gaps, and training needs and communicate findings to leadership

* Reinforce compliance with call flow, scripting, and documentation requirements

* Provide timely coaching and performance feedback

* Monitor individual and team performance metrics

* Assist leadership with documentation related to coaching and performance discussions

* Ensure accurate and timely documentation of customer interactions

* Support continuous process improvement efforts

* Prolonged periods of sitting, headset use, and computer work

QUALIFICATIONS

EDUCATION:

* Must be a high school graduate or have HS equivalent

EXPERIENCE:

* Minimum 2-3 years of call center or customer service experience

* Prior lead, senior agent, or supervisory experience preferred

* Demonstrated ability to manage multiple priorities in a fast-paced environment

PERFORMANCE

COMPETENCIES:

* Communication

* Decision Making

* Engagement

* Initiative and Accountability

* Interpersonal

* Learning

* Organizational Alignment

* Quality of Work

KNOWLEDGE/SKILLS/ABILITIES:

* Strong verbal and written communication skills

* Ability to provide constructive feedback and coaching

* Effective problem-solving and decision-making skills

* Attention to detail and documentation accuracy

* Ability to remain professional and composed during escalations

* Proficiency with call center technology, CRM systems, and standard office software

* Ability to train, onboard, and support new staff

* Coaching and mentoring skills to support staff development

CERTIFICATIONS/LICENSES:

* ODMHSAS Case Manager II Certification, completed within 60 days of eligibility.

SAFETY SENSITIVE JOB CLASSIFICATION:

This job is classified as a "safety-sensitive" position as defined by the Oklahoma Medical Marijuana and Patient Protection Act.  Due to the "safety-sensitive" classification, an employee in this position would be subject to drug and alcohol testing, including random testing.  Marijuana is one of the substances included in the drug panel screening.  Possession of a medical marijuana license will not excuse you from the testing process or the consequences of testing positive for marijuana per the Family & Children's Services Drug Free Workplace Policy, including possible revocation of a job offer or dismissal from employment.