Requisition Details

Support Staff Regular Part-time Replacement Position

(First consideration for Support Staff and Academic positions will be given to internal applicants in accordance with the respective Collective Agreements)

The Test Centre Officer works as an integral member of the front-line customer service team, providing support to all internal and external testing stakeholders that use services in the Test Centre. The incumbent is hands-on in delivering day-to-day service activities in a high volume, secure, professional, and integrity-based environment. This position works closely and collaboratively with the team in the Test Centre to ensure consistency and effective workflow processes.

Successful candidates will be required to conduct work within Ontario and must be available to work on campus as required. It is anticipated that this position will meet the needs of the department working fully on-site. The incumbent will work 24 hours a week, Monday to Thursday from 8:00 a.m. – 2:30 p.m.

Responsibilities:

Service Delivery

• Handles a high volume of individualized stakeholder inquiries related to processes and scheduling tests
• Provides timely and accurate information and direction to a widely diverse group of stakeholders in a front-facing customer service environment
• Acts as the first point of contact, providing information and assistance for make-up, apprenticeship, professional designation, language, accommodated and pre-assessment tests
• Assesses inquiries and makes decisions regarding the nature and immediacy of needs and problem-solves urgent/timely situations and crises
• Supports the development and continuous improvement of workflow processes with fellow team members
• Facilitates invigilation of tests on a rotation with other team members for coverage
• Monitors Test Centre email and voicemails in collaboration with other staff to ensure service levels are met
• Liaises with other college departments and staff as required to clarify service delivery for stakeholders
• Shares responsibility for pre-test and post-test administration of materials for all testing types
• Escalates issues of concern to the manager

Administration & Communications for Specific Testing Types

• Primary contact for communications related to a specific type of testing as determined by the manager based on activity cycles and demand (i.e. Make-up Testing, Apprentice Exemptions, External Testing, Pre-Assessment Testing, Group External Testing, and Accommodated Testing)
• May be assigned as an administrator, vendor/stakeholder, and primary point of contact for the correlated testing platforms to ensure smooth testing processes such as registrations, materials downloads, and reporting
• Tracks statistics, sets draft schedules, invoices clients, and follows up with external testing vendors
• Assists with updating communication and departmental documentation, including manuals, quick reference guides, web-sites, standard operating procedures, etc.
• Assists the Manager by providing support to invigilation teams as required
• Assists the Manager with the creation of a weekly draft schedule of additional staff for manager's final approval
• Coordinates with other College employees as required for technical assistance, including the Test Centre Technology Officer and Information Technology staff
• Assists with resources setup (tablets), peak week support (e.g. final exams), orientation activities, and technology updates

Qualifications:

• Two-year Diploma in Office Administration, Business Administration, or related field of study
• Two years of experience in a high-volume office environment in a front-facing customer service role
• Well-developed customer service skills to support diverse stakeholder profiles and needs
• One year of experience working in a post-secondary environment is preferred
• Excellent verbal and written communication skills
• Strong interpersonal skills, including the ability to reach an agreement, build and maintain relationships and exercise tact, confidentiality, and diplomacy
• Ability to deliver exceptional customer service, anticipate customer needs, and respond and make appropriate decisions within the scope of the role
• Excellent organizational skills and ability to multi-task
• High level of computer literacy and the ability to adapt to changing technology tools
• Good judgment, strong problem solving, and decision-making abilities
• Collaborative team member with dedication to a teamwork environment

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