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Exam Processing/Help Desk Supervisor- Nurse Aides
Entertainment & Media Industry Company
Bala Cynwyd, PA, United States
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Description
Company VUE (Company website) is the global leader in computer-based testing for information technology, academic, government and professional testing programs around the world. Company VUE provides a full suite of services from test development to data management, and delivers exams through the world’s most comprehensive and secure network of test centers in more than 180 countries, where we validate the skills and knowledge of millions of individuals every year.
Company VUE is a business of Company, the world's leading learning company with global-reach and market-leading businesses. Company is listed on both the London and New York stock exchanges (UK: PSON; NYSE: PSO).
The Supervisor is responsible for the day-to-day operations of the Exam Processing team, ensuring production deadlines and quality standards are met. The Supervisor is also responsible for helping to support reporting functions for all Clients. This includes providing weekly, monthly and/or quarterly reports to each assigned client, within the required service level standards. The Supervisor is responsible for process procedure documentation, cross-training of staff, staff scheduling and coverage.
Coordinating with the Exam Processing staff, Reports Team and Operations Manager to ensure timely and accurate reporting service is provided to each client. This includes daily processing of exam results by the staff, reconciliation of materials received and contractual reporting to the client by the Supervisor.
Operational Management
• Maintain effective communication with reporting/processing associates, other internal staff, management
and other departments
• Ensure staff is cross-train to ensure coverage and efficient use of the staff
• Procedure Documentation and maintenance
• Work with Customer Service supervisory personnel to resolve candidate issues
• Process improvement recommendations
• Scheduled Team meetings
Quality Control
• Perform quality review of processing work
• Adherence to processing/reporting procedures
• Provide On-time Client Deliverable statistics
• Provide Help Desk Call volume reports
• Call monitoring of Help Desk Staff
Reporting
• Process weekly, monthly and/or quarterly reports for clients as needed
• Provide results of special projects and ad-hoc reports within required timeframes
• Complete monthly Billing Reports for 14 states
Administrative Management
• Ensure staff is in compliance with established operating procedures, HR and corporate policies
• Administer disciplinary measures, as required
• Work with staff on self-assessments, annual goals and reviews
Qualifications
Education and Experience:
• Bachelor Degree or equivalent preferred
• 3+ years of proven supervisory experience
• Proficiency in MS Office Suite (Word, Excel, PowerPoint)
• Experience working with detailed, time sensitive assignments
Skills, Knowledge and Abilities:
• Excellent written and verbal communication skills
• Effective organizational skills
• Good analytical and follow-through skills
• Excellent multi-tasking skills
• Strong commitment to work
• Attention to detail