Operations Command Center Analyst
Posted on: 20 Jan 2021
Baltimore, MD
Job Description
JOB OVERVIEW
Will be responsible for working across functional and leadership hierarchies to identify, report and fix operational errors while mitigating future risks. This position is open to internal and external candidates. They must have a demonstrated ability to communicate and present critical information to senior management. This person will be expected to be able to take command and control in a command center style support system, while driving improvement of support structures over time.
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
Plan and run cross-functional support command centers for high profile clients aimed at ensuring the best possible experience for our candidates and clients
Work cross functionally with internal departments to transform or streamline existing procedures in order to align operational procedures around the needs of the customer and maximize effectiveness and efficiency.
Serve as liaison between OCC and other internal departments to resolve issues.
Act as a strategic change agent for the Prometric Operation by working across regions and departments at all levels, to identify root cause, trends, and potential sources of problems, then owns the execution of projects to effect change.
Create and document resolutions, knowledge base articles and/or procedural materials for future reference.
To identify, develop and execute proactive measures to preempt potentially candidate impacting issues.
Identify, report on, and mitigate any risk to our core functions as a business.
Other duties as assigned.
QUALIFICATION REQUIREMENTS
EDUCATION
College Degree or Equivalent Experience
EXPERIENCE
1-2+ years of Management or Project Management experience a plus
Experience with developing and delivering compelling presentations to the leadership team
Technical troubleshooting experience a plus
SKILLS
Fluency in English language, both written and verbal
Ability to demonstrate complex problem solving skills
Solid documentation and presentation skills
Ability to demonstrate cultural awareness to function as a part of a global team
Good conflict resolution skills
Adaptable and comfortable with change
Ability to learn quickly and logically
Works well under pressure in a fast paced environment
Good interpersonal skills
Good telephone customer service skills
Self-starter and independent worker
Ability to work as part of a team to accomplish common goals
Project management experience is a plus
Provides solutions
PHYSICAL JOB REQUIREMENTS
N/A
PROMETRIC
Baltimore, MD
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 more than 160 countries around the world. We have nearly three decades of experience working with clients of all sizes across a multitude of industry sectors to develop and deploy innovative test development and test administration solutions that address evolving market needs. As a result, we have the market expertise, organizational stability, and demonstrated capability to ensure the successful implementation, administration, and future growth of your testing program.
Expertise
At Prometric, we understand the vital role that assessment programs serve in enabling professional and academic advancement, supporting increased economic opportunity and mobility for qualified individuals, and protecting the health and safety of the communities in which we live and work. It is against this backdrop that we have worked over the years to develop and continually refine the expertise required to support these critical missions. By working collaboratively with subject matter experts and leading organizations to understand current organizational requirements as well as future market challenges, we have built a strong foundation of knowledge in such industry verticals as healthcare, financial services, information technology, professional services, and government licensing.
In an environment of constrained budgets and competing priorities, many organizations rely on their testing and assessment partner to bring functional and technical expertise to the table. Prometric has spent years hiring and developing our technical and professional staff to be able to provide the level of expertise required by these organizations. From test developers and psychometricians who assist our clients in building and maintaining test content, to business analysts, implementation managers, and center operations staff who administer exams to each test taker in a reliable and secure environment, to client success specialists and product managers who ensure the voice of the customer is incorporated into our product roadmaps, we provide you with a team of experts that are solely focused on the success of your program.
-
IndustryBusiness Services
-
No. of Employees1800+
-
Website
-
Jobs Posted169
