JOBTITLE:

Testing Accommodations Operations Manager

REPORTS TO:

Sr Manager - Global Candidate Services

DEPARTMENT:

Candidate Services

LOCATION:

U.S.A.

JOB OVERVIEW

The Call Center Operations Manager is responsible for managing the day-to-day operations of the contact center, team of supervisors and Customer Service Representatives, with an emphasis on client, candidate and employee satisfaction. The Operations Manager is accountable for the service delivery, financial performance, and operational execution of contact center services for the Americas region. The Operations Manager will be focused on resolving issues and challenges that impact the business of Prometric and driving continual efficiency and quality improvements through developing high performing teams.

COMPANY BACKGROUND

Prometric (www.prometric.com)is a trusted test development and delivery provider to more than 300 organizations worldwide. Prometric serves as an industry gatekeeper, ensuring that people legitimately earn the credentials they seek to achieve, and thereby guaranteeing a fair testing experience for all who come through our doors.

RESPONSIBILITIES

• Achieves customer support objectives; preparing and completing action plans; implementing production, productivity, quality and customer-service standards; resolving problems; identifying trends; determining system improvements; implementing change.
• Meets financial objectives by forecasting requirements; preparing annual budgets; scheduling expenditures; analyzing variances; initiating corrective actions.
• Is responsible for the performance goals of all programs including service levels, abandon rate, call quality and accuracy as well as adherence to all policies and procedures. Works with Work Force Management and the Senior Manager regarding call volume forecasting, staffing and capacity planning and maximizes utilization of all staff
• Manages the activities of all contact center teams and is responsible for the coordination of personnel, training, staffing, hiring, discipline and development of the contact center staff working with Training, QA, Work Force Management and other depts.
• Communicates with Client Services Managers, and Clients in designing or improving service programs for the department. Ensures follow-up of projects and provides direction on future contact center needs of the department to support such programs.
• Oversees the introduction of new policies and procedures and ensures that the floor staff is trained and operating per policy
• Works to develop supervisory management and communication skills throughout team focusing on but not limited to coaching, monitoring, management, team building, team communications to CSR staff, negotiating, hiring, performance review and feedback skills.
• Responsible for management, development and training of all Supervisory and CSR staff on program information, customer service skills, and systems training, management skills, monitoring, etc.
• Oversees the introduction of new policies and procedures and ensures that the floor staff is trained and operating per policy
• Oversees Supervisor and CSR schedules and time off requests to ensure that call center oversight is achieved at all times that the center is operational
• Builds relationships with management, staff, and representatives of other departments to propose changes to hardware, software and processes that will improve system efficiency and customer service levels

QUALIFICATION REQUIREMENTS

EDUCATION

• High School Diploma

EXPERIENCE

• 5 or more years of management experience in a call center environment including experience handling customer escalations

SKILLS

• Knowledge and experience with Call Center technologies (ACD, IVR, CTI, and WFM software tools)
• Experience with developing and delivering compelling presentations to the leadership team
• Experience developing and managing budgets, expert financial acumen in supporting various business units
• Excellent verbal, written and interpersonal skills
• Exceptional decision making ability
• Ability to lead change for the betterment of the business and the staff
• Ability to work on a variety of tasks simultaneously, and setting expectations
• Excellent organizational skills
• Ability to establish standards and best practices including developing policies, procedures, and workflows.
• Ability to adjust to large changes in the workload and adapt to business needs
• Possesses a positive and lively persona and understands the importance of a happy and healthy work environment
• Proven PC skills in a Windows based environment (including MS Office--Excel, Word, PowerPoint, etc.)
• Proven ability to function effectively in a collaborative, team environment including exercising initiative in offering assistance to colleagues, working collaboratively to share tasks and responsibilities and dealing effectively with conflict and matrix/cross-functional management.

PHYSICAL JOB REQUIREMENTS

• N/A

Prometric is an equal opportunity employer: disability/veteran

Other details

• Pay Type Salary

• White Marsh, MD, USA