Contact Center Supervisor

State of Oklahoma

1d•Onsite

About The Position

Basic Purpose: This position is responsible for planning, organizing, and directing the daily operations of a correctional contact center functioning as a service delivery industry under the Oklahoma State Industries Program. The role oversees employees and inmate workers engaged in outbound and administrative communications related to inmate services, public inquiries, legal communications, and internal institutional support. The position ensures operational efficiency, compliance with correctional policies, security protocols, confidentiality requirements, and applicable laws while maintaining accurate records and high standards of professionalism.

Requirements

Knowledge of the methods and operations of service delivery industries; of correctional policies, inmate communication rules, and security procedures; of supervisory principles and practices; and of recordkeeping, reporting, performance tracking, confidentiality, data protection, and compliance requirements.
Ability is required to supervise, train, and evaluate employees and inmate workers; to maintain security, discipline, and control within a correctional work environment; to communicate clearly and professionally in both routine and high-stress situations; to analyze operational data and identify process improvements; to establish and maintain effective working relationships with staff, inmates, and stakeholders; and to follow and enforce oral and written instructions, policies, and regulations.
Education and experience requirements consist of three years of experience in operations, data processing, service delivery, production control, operations or a related operational environment.
One year of experience in correctional or security work may substitute for one year of the required experience.

Responsibilities

Plans, supervises, and coordinates the daily operations of an institutional contact center serving as a service delivery industry within the Oklahoma State Industries Program.
Provides direct supervision and work direction to assigned employees and inmate workers, including scheduling, performance monitoring, and workflow coordination.
Trains employees and inmate workers in approved communication procedures, institutional policies, confidentiality standards, security requirements, and the proper use of communication systems and equipment.
Monitors call quality, accuracy of information provided, adherence to approved scripts, and compliance with legal and regulatory requirements.
Addresses escalated, sensitive, or high-risk communications and coordinates with correctional officers, intelligence units, legal staff, and administration as necessary.
Maintains security, discipline, and order within the contact center; enforces inmate communication rules, institutional policies, and DOC regulations.
Prepares, maintains, and reviews operational records, call documentation, incident reports, performance metrics, and compliance logs.
Assists with requisitioning, tracking, and maintaining communication equipment, systems, and supplies necessary for contact center operations.
Evaluates employee and inmate worker performance and provides input regarding training needs, corrective action, and operational improvements.
Supports institutional response efforts during emergencies, incidents, or lockdowns by coordinating communication activities as required.