Job Overview: The Operations Associate at Prometric serves as the primary point of contact for test support stakeholders, Nurse Aide Test Evaluators and testing locations who deliver exams for the Certified Nurse Aide programs. The Operations Associate will be working in a team-based environment. All members of the team will work to determine the number of testing seats needed and then work with test sites and staff to schedule and staff test events and enter these test events in the system.
They will also assist with scheduling candidates into these seats and work with test delivery staff to adequately address all inquiries, including educating staff on how to use the necessary systems. This role requires that all interactions be documented for easy retrieval for future inquiries, as well as the ability to analyze situations to identify and improve how we serve all stakeholders.
Primary Responsibilities:
• Proactively build and support a close working relationship with Senior Nurse Aide Evaluators to support efficient testing at sites.
• Proactively reduce the percentage of cancelled events for assigned coverage area.
• Identify root causes for event cancellations, site concerns or issues
• Efficiently drive SalesForce cases to completion daily
• Demonstrate initiative to minimize test date cancellations whenever possible to allow candidates to test
• Work with internal departments, candidates, and external stakeholders to ensure high levels of candidate satisfaction
• Build effective working relationships with testing sites, Nurse Aide Evaluators, and other relevant stakeholders in assigned territory.
• Create, document, and communicate resolutions to incidents that occur
• Provide exceptional customer service using phone, email, and chat with all stakeholders
• Follow company security protocols including those related to data privacy
• Document recurring issues and document cases for management in SalesForce to prioritize as needed
• Be flexible to work a defined shift between 8:00 am - 6:00 pm, Monday - Sunday to support another team if necessary
• Be flexible to adapt to needs of the business in daily assignments, shift change needs and additional responsibilities as needed.
• Assist with candidate roster updates or corrections in a timely manner
• Support proper execution of policies and procedures and identify areas for improvement
• Oversee communication of systems and troubleshoot errors causing possible gaps
• Keep all systems up to date with current test site contact and NAE information
Required Experience:
• Demonstrated customer/client focus
• Situational awareness to be able to resolve and/or escalate issues as required
• Ability to demonstrate cultural awareness to function as a part of a global team
• Good conflict resolution skills
• Works well under pressure in a fast-paced environment
• Good interpersonal and communication skills over telephone, email, and other platforms
• Self-starter and independent worker
• Proficient with Microsoft Office (Word, Excel, Outlook)
• Experience or familiarity with Salesforce is a plus
• Bachelor's degree in Business Administration or other related course work preferred
Benefits:
- Full Time| Salaried
- Medical, Dental, Vision Insurance
- Deeper learning on tools and processes utilized throughout Prometric and other industries.
- Networking opportunities
Shifts:
- Current Shift Range Availability: Monday - Friday (8AM - 6PM)
- Subject to change based on client and contract obligations
Pay Type:
- Salaried
Prometric is an Equal Opportunity Employer: Disability/Veteran
Revised Dec. 2024