Program Coordinator Team Leader

Our Organization

Pearson VUE (pearsonvue.com) has been a pioneer in the computer-based testing industry for decades, delivering more than 15 million certification and licensure exams annually in every industry from academia and admissions to IT and healthcare. We are the global leader in developing and delivering high-stakes exams via the world's most comprehensive network of nearly 20,000 test centers in 180 countries. Our leadership in the assessment industry is a result of our collaborative partnerships with a broad range of clients, from leading technology firms to government and regulatory agencies. Pearson VUE is regularly featured on the Forbes list of Best Employers and we are recognized in the Best Employers for Diversity 2019 awards. We are proud to offer an exceptional environment to develop your professional career and we are now hiring for a Team Lead, Candidate Services to join our successful team in Bloomington West, Minnesota.

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).

*Your Opportunity *

• Team Lead, Candidate Services

• Based in Bloomington, Minnesota

• Regular full-time position working 40 hours per week

At Pearson VUE we offer truly global career opportunities and we have ambitious plans for the future! We are proud to offer our people many exciting career development opportunities, incentives, rewards and a competitive benefits package. When you join us as Team Lead, Candidate Services, you can look forward to working with many talented, motivated colleagues who all share our passion for helping customers throughout their learning and assessment journey. 

This is a fantastic opportunity for you to gain experience working with our diverse internal professional teams and corporate functions and you’ll have the opportunity to feedback, suggesting ways we can improve to avoid any customer issues from happening again. You may even have the chance to work with some of our Clients and help in some of our exciting projects! 

SCOPE AND IMPACT OF JOB

The Lead, Candidate Services is responsible for providing leadership and support to the Candidate Services team. As a key resource for Program Coordinators, the Lead assists with tasks such as developing and documenting processes, training and supporting new team members, representing operational needs to the business, reporting on team metrics, researching and acting as a contact point on issues, and serving as a backup on various Program Coordinator tasks. 

PRIMARY RESPONSIBILITIES

Team support

• Provide training and ongoing guidance to members of the Candidate Services team

• Serve as a backup for various Program Coordinator tasks, including case work and client-facing email boxes

• Work closely with the Candidate Services supervisors to identify and address trending quality issues

• Report and follow up on Candidate Services operational metrics, including team output and average case handle time

Policies, processes, and documentation

• Document and communicate policy and process changes

• Working with the Quality and Training team, ensure that Program Coordinator training materials remain relevant and updated; take a leading role in identifying and addressing documentation and training gaps

Issue identification, resolution, and trending

• Act as a key point of contact for escalations, both researching and solutioning complaints and providing a second level escalation point for Program Coordinators

• Track and report on common and/or new candidate and Program Coordinator pain points; proactively identify details and impact of recurring issues

• Communicate with the business on opportunities for process flow improvement and streamlining of the candidate experience

• Engage with internal Pearson VUE teams (such as CSS, Program Management, and other Operations groups) on problems that arise

• Other duties as assigned

   

Our Successful Candidate

This is a career-changing opportunity therefore we are looking for a passionate team-player with exceptional customer service skills. You should have excellent attention to detail and take pride in your professional communication ability, both verbal and written.

• Minimum High School Diploma or Equivalent 

• Bachelor’s Degree preferred or equivalent work experience

• 3 years customer service experience preferred

• Experience with Pearson VUE clients, systems, and operations preferred

Skills, Knowledge, and Abilities:

• Effective problem-solving and critical thinking skills

• Must be patient, positive, and professional

• Excellent oral and written communication skills

• Proficiency in Microsoft Office Suite (Access, Excel, Word, etc.)

• Conflict management skills

• Time management skills

• Ability to deal with ambiguity and overcome objections

• Quickly and effectively adapt to changes

• Strong attention to detail

• Ability to demonstrate effective leadership in a team environment

Our Recruitment Process

We are reviewing applications regularly and interviews are being scheduled now, therefore we encourage you to submit your application as soon as possible. Wishing you success with your application!

Take your career to a new level - we have many interesting and dynamic projects to look forward to in 2020 therefore now is the ideal time to join us for a highly rewarding and truly global career at Pearson VUE.

Equal Employment Opportunity

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.

Learning is the most powerful force for change in the world. More than 20,000 Pearson employees deliver our products and services in nearly 200 countries, all working towards a common purpose – to help everyone achieve their potential through learning. We do that by providing high quality, digital content and learning experiences, as well as assessments and qualifications that help people build their skills and grow with the world around them. We are the world’s leading learning company. Learn more at pearsonplc.com.

Pearson believes that wherever learning flourishes, so do people. We are committed to being an anti-racist company in everything we do. We value the power of an inclusive culture and a strong sense of belonging. We promote a culture where differences are embraced, opportunities are accessible, consideration and respect are the norm, and all individuals are supported in reaching their full potential. Through our talent, we believe that diversity, equity, and inclusion make us a more innovative and vibrant place to work. People are at the center, and we are committed to a sustainable environment and workplace where talent can learn, grow, and thrive.  

To learn more about Pearson’s commitment to a diverse and inclusive workforce, please click here:  http://www.pearson.com/careers/diversity-and-inclusion.html 

Pearson is an Affirmative Action and Equal Opportunity Employer and a member of E-Verify. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better our work will be. All employment is decided based on qualifications, merit, and business need. All qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, sexual orientation, gender identity, gender expression, age, national origin, protected veteran status, disability status, or any other group protected by law.

Job: CUSTOMER SERVICE

Organization: Assessment & Qualifications

Schedule: FULL_TIME

Req ID: 10220