Pearson Jobs

Job Information

Pearson Asst. Manager Customer Service -Operations ( Night Shifts) in Noida, India

Asst. Manager Customer Service -Operations ( Night Shifts)

Description

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 Asst Manager Customer Service is responsible for effective and efficient operation of all operations tasks assigned, through remote and in-person management. The Asst Manager Customer Service provides tactical, operational and financial leadership to the operations team members to ensure consistent, high quality, and secure test delivery.

Leadership

  • Recruit, interview and hire operations staff, including managers

  • Coach and develop operations/Program Coordinator staff

  • Identify and develop high potential employees for career development

  • Must be able to work full time flexible hours to meet demands of the business.

Security

  • Maintain confidentiality of all candidate and proprietary Pearson VUE information

  • Ensure the adherence of all Pearson VUE quality and security measures

  • Ensure and adhere to Security Best Practices

Customer Focus / Relationship Management

  • Display professional and friendly demeanor at all times

  • Listen and address questions and concerns in appropriate manner

  • Maintain relationships with clients, partners, colleagues, vendors and staff

  • Coordinate and adhere to site visit schedule

  • Assist in business development

Financial Management

  • Approve and monitor financial engagements

  • Develop and manage annual budget; recommend quarterly adjustments

  • Analyze monthly financial reports and provide feedback to variances

Operational/Administration

  • Ensure compliance with all exam procedures as defined by test sponsor and or Pearson VUE

  • Develop and maintain a good working knowledge of Pearson VUE policies, procedures and guidelines

  • Coordinate, explain and develop distribution and review of new policies and procedures information to test center staff across APAC region

  • Monitor and report all problems and/or discrepancies, and respond to and resolve these situations in a timely and efficient manner, including incident reports

Communication

  • Proactive communication with manager and direct reports

  • Develop and maintain professional relationships with all internal and external customers

  • Ensure understanding and compliance of current policies, procedures and guidelines

  • Adhere to Pearson email, telephone and cell phone etiquette

  • Build & maintain relationship with Client

Work Arrangements

  • Must be able to work full time flexible hours to meet demands of the business.

  • 5 working days per week.

  • Occasional travel may be required to support client requirements.

Hours of operation can rotate as per the requirement including night shifts.

Qualifications

Ability to lead, motivate and engage with diverse, remote Program Coordinator teams so that consistent, high quality customer service and promoting client programs occurs at every aspect of the day. Asst Manager/ Manager Customer Service have a wide array of responsibilities that vary each day - so applicants should be able to multi-task and set priorities properly to ensure success. Experience leading large teams in a remote setting strongly preferred.

Education and Experience:

  • Bachelor degree or equivalent business experience, strongly preferred

  • 5 years of management experience preferred

  • 3 years’ experience in providing customer service/support preferred

  • Experience in high stakes testing environment preferred

Skills, Knowledge and Abilities:

  • Can manage remotely

  • Project management skills

  • Training and mentoring skills

  • Relationship management capability Visionary leadership

  • Operational planning and execution

  • Budget control and finance management skills

  • Strong personnel management and team building skills

  • Utilize scheduling software to continuously coordinate and update site schedules

  • Customer Focus

  • Excellent written and oral communication skills

  • Decision making and problem solving skills

  • Ethics and integrity

  • Experience with Microsoft Office, Windows applications, and Internet

Primary Location: IN-UP-Noida

Work Locations: IN-Noida-SB Tower VUE 1A/1- Sector 16A- SB Tower Ground Floor Noida 201301

Job: Customer Service

Organization: Assessments VUE

Employee Status: Regular Employee

Job Type: Standard

Shift: Night Job

Job Posting: Oct 14, 2020

Job Unposting: Ongoing

Schedule: Full-time Regular

Req ID: 2009279

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.

DirectEmployers