As a company, Prometric's primary purpose is to develop, deliver and produce a test result for individuals to demonstrate their knowledge, in the form of a test score, for a third-party entity (regulator, association, academic institution). Prometric wants the outcome of the testing experience at one of their testing venues or platforms to be a test result that truly differentiates those who merit the higher test scores. Candidates with higher scores should be more knowledgeable, having greater skills and abilities which will propel them farther along the path of realizing their human potential.
The Senior Manager, Remote Assessment Operations is responsible for managing global resources and upholding operational performance to effectively and efficiently support remote assessments globally. Performance metrics will include test taker experience measures, operational efficiently performance against KPIs, test proctor staffing utilization, performance management, employee engagement and test proctor quality.
The role will report to VP, Remote Assessments and is responsible for leading the operations of a growing global product resulting from the impact caused by COVID19. The future of how individuals become certified for a professional certification and license is changing, in this role you will be responsible for leading the operations of remote proctoring that will shape the new normal of how individuals become professionally certified from the comfort of their home, work office, hotel room or other desired locations.
Primary responsibilities:
- Partner with Product Manager to define world class candidate testing experience that provides a competitive advantage
- Overall responsibility for remote test delivery candidate satisfaction that equals or exceeds that of in-person test delivery
- Development of quality standards and reporting against such
- Management of a global team of 200 remote test proctors who operate 24x7
- Development of floor leaders and supervisors who will provide direct management for proctors
- Interaction with Senior Management Team
- Client Interaction as needed
- Vendor management for third party provided proctors including monitoring SLAs
- Continuous improvement of Proctor quality and productivity
- Responsible for development and administration of annual department budget
- Develop and maintain effective organization of responsibility and accountability including efficient onboarding/training, coaching, recognition
Experience/Requirements Desired
- Required:
- 4 year College degree
- Call center management experience
- Strong written and verbal communication skills
- Strong organization skills
- Experience managing BPO vendors
- Managing remote teams
- Self-Starter. Assertively takes on challenging responsibilities and holds self ultimately accountable for results and performance
- Proficient in use of Microsoft Office Suite (Word, Excel, Outlook, PowerPoint)
- Ability to resolve difficult conflicts or complex issues between departments with competing priorities
- Ability to travel to Baltimore, MD or internationally for business travel if needed
- Desired
- Global team management experience
- Experience with process improvement
- Online Proctor experience
Other details
- Pay Type Salary
- Baltimore, MD, USA
- Virtual
Prometric Inc. is an Equal Opportunity Employer M/F/Vets/Disability