Remote

Job Description

About Us: Prometric is a leading provider of technology-enabled testing and assessment solutions to many of the world’s most recognized licensing and certification organizations, academic institutions, and government agencies. We support more than 7 million test takers annually at our testing locations in 180 countries around the world. With over three decades of experience working with clients of all sizes across a multitude of industry sectors, our mission is to design and deliver the highest quality and most innovative testing solutions anytime, anywhere.

Position Title: Call Center Supervisor

Remote: Georgia, South Carolina, Tennessee

Company Overview:

Prometric 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.

Position Overview:

Our dynamic Operations Contact Center is currently in search of a Candidate Services Supervisor for our Registration and Scheduling team.  To be successful in this position, the Contact Center Supervisor must demonstrate a focus on motivating/coaching others and leading by example.  They must possess a sense of urgency, responsibility, independence, confidence, self-motivation, and flexibility.  They must be detailed-oriented and be able to manage a team and multiple projects simultaneously.  This position focuses on timely customer service with a keen focus on keeping up to date in this ever-changing environment.

Job Type: This is a leadership role. This role will have direct reports.

Major Responsibilities: 

Lead a team of 12+ direct reports; inspire, coach, develop, and motivate them to ensure they are providing world class customer service in all customer interactions, delivering their commitments, and maximizing their potential 
Oversee the day-to-day operations of your assigned program and ensure that each individual meets program goals, such as service levels, quality, and staffing are met and exceeded consistently 
Drive a culture of continuous improvements, new approaches, and personal excellence 
Communicate key messages effectively to ensure that direct reports are well informed about issues that may impact them or their customers 
Praise and share feedback with direct reports regarding their performance; suggest improvements, changes, or updates when applicable 
Work constructively with other functional areas throughout the organization, such as your peer group, quality assurance, training, and recruiting to share ideas and leverage best practices 
Develop and audit quality assurance strategies to ensure the delivery of world class service 
Be an ambassador for the Prometric culture – role model our values in everything you do 
Be a subject matter expert on the supported programs and area of the client’s business. Earn their respect by demonstrating your knowledge and commitment to their program in all interactions 
Core Hours of Operation: Mon-Fri 8am-6pm est. Available to work flexible hours as required.
Ability to travel as needed

 Qualifications: 

3+ years in a Customer Service / Call Center environment with a minimum of 4 years overall in a leadership position
Leading remote work teams experience preferred, not required
Strong understanding of call center environment and the key levers to enhance performance and achieve financial targets 
Result-oriented with a commitment to achieving personal, department, client, and company goals 
Ability to work in an ever-changing and fast paced environment and maintain focus on key priorities despite conflicting demands 
Impactful communication both written and verbal 
Ability to build a highly engaged, committed and empowered workforce 
Must possess great people skills with an ability to relate to and to motivate people of diverse backgrounds and ages 
Experience providing customer service online via chat

For more information, please visit www.prometric.com

Prometric is an Equal Employment/Affirmative Action employer. We do not discriminate in hiring based on sex, gender identity, sexual orientation, race, color, religious creed, national origin, physical or mental disability, protected Veteran status, or any other characteristic protected by federal, state, and local law.

Job Details

Pay Type

Salary

Hiring Max Rate

55,000 USD

Prometric jobs

Supervisor Candidate Services