Customer Experience & Call Center Leader

State of Oklahoma; Oklahoma; On-site; USD 65,000 - 79,000; Full time

Benefits offered by this job

State-paid benefit allowance

Insurance plans with no pre-existing条件

Flexible Spending Accounts

Retirement Savings Plan with employer"

Job summary

The Oklahoma Health Care Authority is seeking a Customer Experience Manager to lead call center operations, HIPAA compliance, and customer service excellence. You will oversee time management, audits, training programs, and mail/inventory processes to support efficient daily operations.

Ideal candidates have a relevant degree and leadership experience with strong analytical and communication skills, and a commitment to service delivery across the organization.

Qualifications

• Master’s degree with 2+ years of professional experience, or equivalent combination.
• Bachelor’s degree with 3+ years of professional experience.
• Strong leadership, communication, and organizational skills.
• Experience with HIPAA and regulatory compliance.

Responsibilities

• Monitor and improve call performance metrics (quality, response time, abandon rate).
• Ensure HIPAA compliance and annual training.
• Oversee internal mail operations and inventory coordination.
• Manage call center coverage, attendance, and time accrual reports.
• Develop training based on quality measurements and conduct audits.
• Perform additional duties as assigned.

Skills

Call center operations

HIPAA compliance

Team leadership

Time management

Training and auditing

Education

Master’s degree

Bachelor’s degree

Job description

The Oklahoma Health Care Authority is seeking a Customer Experience Manager to lead call center operations, HIPAA compliance, and customer service excellence. You will oversee time management, audits, training programs, and mail/inventory processes to support efficient daily operations.

Ideal candidates have a relevant degree and leadership experience with strong analytical and communication skills, and a commitment to service delivery across the organization.