Educational Testing Service Manager Operations in Austin, Texas
Purpose Plan, organize, direct, manage and control the operational, fiscal and personnel activities for the TX STAAR Reso in Austin, TX. Responsible for ensuring that IMS edits, transcriptions, rescores and ADPL reconciliations are accurate, complete, and timely. Headcount usually comprised of 9 FTEs with additional agency staffing during peak periods. Provide assistant to director in supervising area staff during Sr. Director’s absence from work area and maintain area’s daily operating duties and responsibilities. Assist in the review, monitoring, and training of area staff to ensure high levels of quality, service, and productivity. Handle and resolve escalated and complex inquiries and/or problems. Review metrics to ensure that SLAs are met.Utilize the PC to input or obtain detailed information and/or access hard copy necessary to respond to requests promptly, accurately, and in accordance with program and departmental procedures. Interact with interdepartmental/divisional staff to obtain and provide information necessary to research processing problems which may affect our customers. Identify operational or program related situations and suggest corrective action.
Ensure the accuracy and completeness of verbal and written responses to customer inquiries.
Establish long and short-term departmental goals and objectives in conjunction with Division, SBU, and FCE business plans.
Execute strategy for achieving long and short term departmental goals, including implementation of new technologies for interactions with customers.
Schedule and supervise the day-to-day activities of Team Leads, Senior Reso Specialists and Reso Specialists, ensuring their performance meets stated division objectives.
Establish and maintain relationships with SBU and FCEs to ensure successful communication of program policies to test takers and clients.
Create annual hourly budget, track monthly progress and explain variances.
Coach, counsel and motivate employees to achieve individual and group objectives.
Manage all day-to-day aspects and activities for the Department, including planning, coordinating staff training, managing performance to meet service level agreements,
staffing decisions, and assessing performance.
Establish, track and report on metrics, key volume indicators for individual and group performance, and project status.
Interact with internal and external clients.
Interview staff and make hiring recommendations; assess performance and recommend salary actions.
Education, Certifications, or Special Licenses:A Bachelor’s degree, preferably in Business Administration preferred. May also posses an equivalent combination of education and experience from which comparable knowledge and abilities have been acquired.
Three to five years of customer service experience with knowledge of area metrics, procedures and policies. At least three years of leadership/supervisory experience. Experience in written communications is required.Other Requirements (specify): Experience with TQM tools or Six Sigma, and metrics-driven business environment desired.
EDUCATIONAL TESTING SERVICE is an Equal Opportunity and Affirmative Action Employer of Women and Minorities.
EDUCATIONAL TESTING SERVICE is an Equal Opportunity and Affirmative Action Employer of protected Veterans and Individuals with Disabilities.
EDUCATIONAL TESTING SERVICE is a Drug-free workplace.
Keyword: Plan, organize, direct, manage and control the operational, fiscal and personnel activities for the TX STAAR Reso in Austin, TX.
From: Educational Testing Service