Operations Coordinator [Hybrid]

Kennedy Services

Middle River, Maryland

JOB DETAILS
SALARY
$20–$26 Per Hour
SKILLS
Analysis Skills, Best Practices, Business Processes, Call Centers, Communication Skills, Conflict Resolution, Cross-Functional, Customer Support/Service, Follow Through, High School Diploma, Identify Issues, Interpersonal Skills, Microsoft Excel, Microsoft Office, Microsoft Outlook, Microsoft Word, On Call, Operations Management, Organizational Skills, Problem Solving Skills, Procedure Development, Process Improvement, Restaurant, Retail, Salesforce.com, System Operations, Systems Administration/Management, Team Player, Telephone Skills, Testing, Vietnamese Language
LOCATION
Middle River, Maryland
POSTED
1 day ago
DESCRIPTION:
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.
  • To 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

About the Company

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Kennedy Services

Founded in 1978, Kennedy Services is one of Maryland’s oldest independent, woman-owned staffing services. Over 40 years later we are committed to our original mission to empower clients, talent and community through our service. It is this drive to improve the lives of those with whom we work that serves as our vision.

Our people are the greatest contributor to our success and we attribute our growth to the quality and dedication of our employees. Simply put, we built our business one outstanding employee at a time and we work tirelessly to do the same for our clients. Over 40 years’ industry experience has enabled us to refine our recruiting and staffing processes to place the best candidates in our clients’ most difficult positions. Over the years we have staffed (temp, temp-to-perm, and direct hire) employees of varied skill sets and professions, regularly demonstrating the flexibility necessary to meet the unique needs of each client. Today we serve employers in both the public and private sectors by sourcing and placing talent that facilitates their growth.

As a woman-owned minority business headquartered within Baltimore’s Empowerment Zone, Kennedy Services is certified as a Minority Business Enterprise with the States of Maryland and Virginia, and the City of Baltimore. This status provides increased government contracting opportunities for our client partners, making us an ideal teaming partner for any company bidding government jobs requiring minority participation.

Regardless of whether you are seeking employment opportunities or talent acquisition resources, Kennedy’s expertise and experience provide the strategic advantage to get you to your next level.

COMPANY SIZE
1 to 9 employees
INDUSTRY
Staffing/Employment Agencies
FOUNDED
1978
WEBSITE
https://kennedy-services.com/