Pearson Customer Service Supervisor in Aurora, Colorado

Customer Service Supervisor

Description

Pearson VUE (www.pearsonvue.com) is the global leader in computer-based testing for information technology, academic, government and professional testing programs around the world. Pearson 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.

Pearson VUE is a business of Pearson, the world's leading learning company with global-reach and market-leading businesses. Pearson is listed on both the London and New York stock exchanges (UK: PSON; NYSE: PSO).

The Customer Service Supervisor is responsible for the day-to-day operations of the Colorado Regional Office customer service team, ensuring production deadlines and quality standards are met. The Supervisor is also responsible for helping to support reporting functions for all clients supported out of the Regional Office. This includes providing weekly, monthly and/or quarterly reports to each assigned client or program manager, within the required service level standards. The Supervisor is responsible for process and procedure documentation, cross-training of staff, staff scheduling and coverage.

Operational Management

  • Maintain effective communication with customer service representatives, other internal staff, management and other departments

  • Ensure staff is cross-trained to ensure coverage and efficient use of the staff

  • Procedure Documentation and maintenance

  • Work with program management to resolve candidate issues

  • Process improvement recommendations

  • Schedule, hold and document team meetings

Quality Control

  • Perform quality review of processing work

  • Ensure staff are adhering to processing/reporting procedures

  • Provide all client reports timely

  • Call monitoring of staff

Reporting

  • Process weekly, monthly and/or quarterly reports for clients and program managers as needed

  • Provide results of special projects and ad-hoc reports within required time frames

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

#LI-JJ

Pearson is an Equal Opportunity and Affirmative Action Employer and a member of E-Verify. All qualified applicants, including minorities, women, protected veterans, and individuals with disabilities are encouraged to apply.

Primary Location: US-CO-Aurora

Work Locations: US-CO-Aurora-3131 South Vaughn 3131 South Vaughn Way Suites 204/205/208 Aurora 80014

Job: Customer Service

Organization: Assessments VUE

Employee Status: Regular Employee

Job Type: Standard

Shift: Day Job

Job Posting: Sep 13, 2017

Req ID: 1715114