About Prometric

Prometric, is a trusted provider of market-leading technology-enabled test development and delivery solutions. Committed to a set of values that believes in getting the right test to the right location at the right time and to the right test taker, Prometric supports test takers worldwide who take more than 8 million tests each year, in over 180 countries, to better their lives and careers. Through innovation, workflow automation and standardization, Prometric delivers tests on behalf of more than 300 clients in the academic, financial, government, healthcare, professional association and corporate employer markets for people to become licensed physicians, architects, certified accountants and financial planners, K-12 teachers, attorneys, credentialed project managers, law enforcement officers, software engineers, graduate students and many other accredited and distinguished professionals. Committed to a set of values that get the right test to the right location at the right time and to the right test taker, Prometric employees are innovative, compassionate and dedicated professionals, always focused on delivering a perfect test for every candidate. At Prometric, employees receive professional development and leadership opportunities at every stage of their careers. Prometric offers its employees full health care coverage and competitive salaries and benefits.
Job Category:

Customer Service


United States

Postal Code:


Approximate Salary:

Not Specified

Position Type:

Full Time

Contact Center Supervisor

Prometric - White Marsh, Maryland

Posted: 06/5/2018

If you are inspired to join an industry that will challenge and reward you, keep reading.  Our dynamic Operations Center is currently in search of a Candidate Services - Supervisor for the Registration and Scheduling- Contact Center team to support our Nottingham, MD office location.  To be successful in this position, our Contact Center Supervisor must demonstrate a focus on motivating and coaching others, as well as leading by example.  He/she must demonstrate a sense of urgency, responsibility, independence, confidence, self-motivation, and flexibility.  He/she must be extremely detailed-oriented and able to manage a team and multiple projects simultaneously.  As a key attribute this position focuses on timeliness customer service, with a keen focus on keeping up to date in this ever-changing environment - the only aspect that will remain constant is “change”. 

Major Responsibilities:

  • Lead a team of 12-18 direct reports; inspire, coach, develop, and motivate them to ensure they are providing “world class” customer service on all customer interactions, delivering on their commitments, and maximizing their potential

  • Oversee the day-to-day operation of your assigned program(s) and ensure that each individual program goals, such as service level, quality, and staffing, are met and exceeded consistently

Drive a culture of continuous improvements, new approaches, and personal excellence Communicate key messages effectively to ensure that direct reports are well informed about issues that may impact them or their customer Praise and share feedback with direct reports regarding their performance; suggest improvements, changes, or updates when applicable Work constructively with other functional areas throughout the organization, such as your peer group, quality assurance, training, and recruiting, to share ideas and leverage best practices Develop and audit quality assurance strategies to ensure the delivery of “world class” service Available to work flexible hours as required Be an ambassador for the Prometric culture – role model our values in everything you do Be a subject matter expert on the supported programs and area of the client’s business. Earn their respect by demonstrating your knowledge and commitment to their program in all interactions.


  • 2-5 years Customer Service / Call Center experience with a minimum of 4 years in a leadership position

  • Outcome oriented with a commitment to achieving personal, department, client, and company goals

  • Ability to work in an ever-changing and fast paced environment and maintain focus on key priorities despite conflicting demands

  • Impactful communication both written and verbal

  • Must be able to build a highly y engaged, committed and empowered workforce

  • Strong understanding of call center environment and the key levers to enhance performance and achieve financial targets

  • Work constructively with others to achieve shared goals

  • Significant experience with developing others through coaching, actionable feedback and hands-on leadership

  • Must possess great people skills, able to relate to and motivate people of diverse backgrounds and ages

  • Experience with social media management and providing customer service online via chat

  • Education:  Bachelor’s degree required.



Salary & Benefits:

The compensation package for this position includes a competitive base salary commensurate with experience, as well as a comprehensive benefits package of medical, dental, short/long term disability, life insurance, personal time off, educational assistance, and a 401K plan.

Prometric is proud to be an Equal Opportunity Employer and Drug Free workplace. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, status as a protected veteran, among other things, or status as a qualified individual with disability.

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