Operations Coordinator [Hybrid]

Operations Coordinator [Hybrid]

The Operations Coordinator at Prometric serves as the primary point of contact for an assigned portfolio of test delivery points (test centers, proctors, events, etc.) working in a team-based environment. This individual will triage urgent requests and work with test delivery staff to properly resolve all inquiries. This includes educating staff as to where they can access information for self-service. This role requires that all interactions be documented for easy retrieval for future inquiries, as well as overall analysis to identify improvement opportunities on how we handle candidate operational issues.

Responsibilities:

• Work cross-functionally with internal departments to meet test center servicing needs and ensure high levels of candidate satisfaction.
• Build effective working relationships with testing sites in assigned portfolio.
• Work in a team-based environment, promoting a service excellence culture.
• Respond to incoming calls and emails within a specified timeframe according to company guidelines.
• Field, triage, diagnose and resolve basic issues; provide closed-loop follow-through and resolution of issues.
• Define and manage troubleshooting best practices for team including providing backstop-support before escalating to Operational Service Manager.
• Provide support to current and new IQT site proctors, both related to systems and operations.
• Work directly with candidates to schedule, reschedule, or cancel exams.
• Investigate test day issues reported by Client or Candidate.
• Identify and report issues causing complaints to improve processes and procedures.
• Understand current business processes which impact our candidates and work with the necessary owners internally to resolve defects.
• Provide system support to Clients and School Representatives.
• Process incoming requests for Paper Based exams.
• Scan and score Paper Based exams, including sending Score Reports to candidates.
• Process and send Certification documents to candidates.
• Conduct routine exam inventory with all schools and retire any outdated materials.
• Maintain punctuality and attendance within company guidelines.
• Flexible to work weekend and/or evening hours as needed to support business requirements, including Client workshops and being on call when assigned emergency phone coverage.

Requirements:

• Vietnamese/English Bilingual
• High school diploma or equivalent
• 1 year of customer service experience (call center, retail, restaurant, etc.)
• Proficient with Microsoft Office (Word, Excel, Outlook)
• 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 and respect for others
• 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
• Experience or familiarity with Salesforce is a plus