Team Lead - ProProctor

Clearwater, FL, USA Req #3909
Thursday, November 18, 2021
About Us: Prometric is a leading provider of technology-enabled testing and assessment solutions to many of the world’s most recognized licensing and certification organizations, academic institutions, and government agencies. We support more than 7 million test takers annually at our testing locations in 180 countries around the world. With over three decades of experience working with clients of all sizes across a multitude of industry sectors, our mission is to design and deliver the highest quality and most innovative testing solutions anytime, anywhere.

JOB TITLE:

Team Lead

REPORTS TO:

Operations Manager

DEPARTMENT:

Technology & Product

LOCATION:

Clearwater, Florida

 

JOB OVERVIEW

Prometric is seeking a Team leader who will oversee the daily operations during designated shifts, supervise employees, and ensure that our clients receive outstanding service. The team leader's responsibilities include dealing with no-shows, delegating tasks, candidate escalations, monitoring team performance and ensuring duties are performed efficiently. Reporting any issues that arise during the shift to management. To be successful as a team leader, you should be able to manage a team of people and ensure that all duties are performed accurately.

COMPANY BACKGROUND

Prometric (www.prometric.com) is a trusted test development and delivery provider to more than 300 organizations worldwide. Prometric serves as an industry gatekeeper, ensuring that people legitimately earn the credentials they seek to achieve, and thereby guaranteeing a fair testing experience for all who come through our doors.

RESPONSIBILITIES

  • Monitoring attendance, tardiness, and time off 
  • Monitor Live Bridge Queue to maintain expected SLA.
  • Assigning duties to specific employees based on role and skills
  • Supervising employees and assisting with tasks as necessary
  • Managing employee requests and performance matters
  • Handling customer issues and managing conflicts
  • Adhering to company policies and health, safety, and employment standards
  • Conducting performance reviews and sharing feedback with both upper management and team members

QUALIFICATION REQUIREMENTS

EDUCATION

  • Minimum High School Diploma required; college experience preferred


EXPERIENCE

  • Prior Leadership Experience
  • One to two years customer service-related experience required
  • Experience with Microsoft windows-based computer applications and internet browsers

SKILLS

  • Excellent attention to detail and organizational skills
  • Good judgment and strong decision-making abilities
  • Exceptional communication skills, both verbal and written
  • Focus on a single task for extended periods of time
  • Make decisions and escalate issues as needed
  • Flexible working schedule: must be able to work weekends or late shift when required


ADDITIONAL REQUIRMENT(S)

  • Must be eligible and become IRS certified within 60 days of beginning employment

PHYSICAL JOB REQUIREMENTS

  • Visual requirements include the ability to be observant, focused

 

Prometric is an equal opportunity employer: disability/veteran

Prometric is an Equal Employment/Affirmative Action employer. We do not discriminate in hiring based on sex, gender identity, sexual orientation, race, color, religious creed, national origin, physical or mental disability, protected Veteran status, or any other characteristic protected by federal, state, and local law.

Other details

  • Pay Type Salary
  • Job Start Date Thursday, November 18, 2021
  • Job End Date Friday, January 21, 2022
Location on Google Maps
  • Clearwater, FL, USA