Prometric (www.prometric.com) 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. 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
JOB TITLE:Call Center Supervisor (Nurse Aide)
REPORTS TO: Operations Manager, Global Registration and Scheduling
DEPARTMENT:Candidate Services
LOCATION:7941 Corporate Dr. Nottingham, MD 21236 (on-site)
Position Overview:
Our dynamic Operations Call Center is currently in search of a Call Center Supervisor for our Registration and Scheduling team. To be successful in this position, the Call 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.
Major Responsibilities:
- Lead a team of 20+ 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 and metrics, 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 and consistently 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 best in 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
Qualifications:
- 3+ years in a Customer Service / Call Center environment with a minimum of 4 years overall in a leadership position
- Strong understanding of call center environment and the key levers to enhance performance and achieve financial targets
- Exhibit ability to learn fast and demonstrate attention to detail while providing direction for course correction of data entry errors
- 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, ages and performance levels
- Experience providing customer service online via chat
- Experience incorporating Workforce Management Data into daily action for department improvements
- Bachelor's degree preferred, not required
- Available to work flexible hours as required. Call Center hours are Monday through Friday, 8:00 AM - 5:00 PM or 9:00 AM - 6:00 PM EST and closed Saturdays and Sundays, and key holidays. Shifts assigned based on business needed.
For more information, please visitwww.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.