Apply Now

Team Leader - Customer Service Operations

Gurugram, Haryana, India Req #2002
Tuesday 11 June 2019

POSITION SUMMARY

 

The Operational Services Supervisor at Prometric supervises a team of Operation Services Specialists. This team 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 oversee and manage a team of up to seven specialists who 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 in how we handle candidate operational issues. In addition to supervision of the team, the supervisor will also be expected to perform the tasks of the specialists and act as a point of escalation for cases that require more senior attention for resolution.



KEY RESPONSIBILITIES

 

  • Supervise a team of up to seven specialists including managing and balancing workloads, setting priorities and ensuring that all service levels are met.

  • Manage performance of the team including conducting weekly team meetings as well as 1:1 meetings. Complete annual performance reviews and initiate corrective actions as and when necessary.

  • Conduct application interviews for new team members in when and as required.

  • Prepare accurate and timely financial statements that comply with US GAAP and local statutory requirements.

  • 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

  • Eliminate the re-incidence of operational issues by creating, documenting and communicating resolutions  

  • Work in a team-based environment, promoting a service excellence culture

  • Improve response times via phone, email and chat to ensure exceptional customer experiences

  • 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

  • Collect and compile recurring issues, document cases for management to prioritize as needed

     

QUALIFICATIONS

 

  • Bachelor's degree in Business Administration or other related course work preferred.

  • Two years’ supervisory experience is required.

  • Demonstrated customer/client focus.

  • Situational awareness in order 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

  • Proficient with Microsoft Office (Word, Excel, Outlook)

  • Experience or familiarity with Salesforce is a plus

Other details

  • Pay Type Salary
  • Employment Indicator Regular
  • Travel Required No
  • Required Education Bachelor’s Degree
  • Job Start Date Monday 1 July 2019
  • Gurugram, Haryana, India