Overview: Join Kryterion as a
Supervisor, Test Delivery Services (TDS) and take the lead in a dynamic, 24/7 environment where your guidance and expertise will empower a team of dedicated Proctors and Customer Support Technicians. This vital role ensures exceptional customer service and upholds exam security by maintaining the highest quality standards. You will inspire growth by providing ongoing training and development, closely monitoring performance, and collaborating with other departments to implement software and process improvements.Your deep knowledge of Webassessor™ will enable you to swiftly manage technical challenges and ensure that your team is equipped with the latest updates and best practices.
If you're a proactive leader with a passion for excellence and team development, we want to hear from you!Why Kryterion?At Kryterion, we take pride in our collaborative and inclusive culture. Here’s what we value:
- We Own It
- We Face Challenges with Optimism
- We Are One Team
- We Continuously Improve
- We Listen and Learn From Each Other
- We Build Trust
- We Help Our Customers Succeed
What You'll Be Doing:
- Lead interactions with test-takers, clients, and our global testing network via chat, phone, and email, addressing questions, concerns, and technical issues with urgency and care.
- Utilize CRM systems for efficient case management and follow-up, maintaining precise and comprehensive notes.
- Monitor issues that impact customer satisfaction and coordinate prompt resolutions.
- Provide real-time support and guidance to internal and external stakeholders.
- Supervise and motivate a team of 20–30 professionals, fostering an environment of continuous learning and excellence.
- Be an accessible leader who resolves team concerns and makes strategic recommendations for staff performance evaluations and task assignments.
- Ensure timely escalations and reviews of unresolved cases to maintain high service standards.
What You Bring:
- A Bachelor’s degree in Business Management (preferred) or equivalent professional experience.
- A high school diploma or equivalent is required.
- 2–4 years of customer support supervisory experience in a technical setting; familiarity with the testing/certification industry is advantageous.
- A strong grasp of internet technologies, operating systems, and case management tools like Salesforce™.
- Excellent communication skills with a keen eye for detail.
- A results-driven attitude with a passion for customer service and team success.
- Proficiency with Microsoft Excel, Word, Outlook, and web-based applications.
- The ability to stay composed and maintain focus under pressure.
Why You'll Love Working Here:
- A supportive team environment where your ideas are valued.
- Opportunities for professional development and career growth.
- The chance to be part of a company that thrives on innovation and helping customers achieve their goals.
Equal Opportunity Commitment: We are committed to fostering a diverse workplace. We do not discriminate based on race, color, religion, gender, sexual orientation, national origin, age, marital or veteran status, medical condition, disability, or any other protected status.
