Careers

Call Center Supervisor - State Based Exams - Woodlawn MD

Job Description:

Prometric is currently seeking a Call Center Supervisor.

Supervise the overall direction, management, coaching and development of the Customer Service Representitives and their evaluations. Responsible for achievement of the company's goals and ensuring customer satisfaction, evaluate and implement new processes and/or procedures, enforcing the company's policies and procedrues. Analyst and find resolutions to concerns that impact our services. Work closely with the management staff, peers and support the FISH philosophies

Responsibilities include, but are not limited to:
• Supervising staff by providing work direction, clarifying expectations, providing training/development, monitoring calls and conducting performance reviews to maintain a productive work environment with a high level of employee satisfaction.
• Builds and maintains a positive team environment.
• Builds and maintains an effective working relationship with Client Services in order to positively impact level of service provided to candidates and clients.
• Prepares departmental reports.
• Provides feedback to management and other departments to ensure client programs are effectively handled.
• Achieves service levels and reports on performance to senior management, providing timely and effective feedback on trended concerns.
• Participates and initiates continuous process improvement.
• Analyzes key departmental reports to identify trends and patterns that may interfere with achieving goals.
• Responsible for promoting a positive relationship between testing candidates and Prometric
• Other duties as assigned

Candidate Qualifications:

• 1-2 years Call Center Supervisory experience required.
• HS diploma or equivalent; college degree preferred.
• Excellent interpersonal skills and decision making ability.
• Strong problem solving skills.
• Ability to lead change for the betterment of the business and staff
• Ability to adjust to large changes in the work load
• Proficient computer skills in a Windows based environment (including MSOffice-Excel, Word, Access, etc.).
• Ability to uphold and implement FISH philosophies.