Channel Operations Specialist

SUMMARY :

The Channel Engagement Manager at Prometric plays a crucial role in managing test centers and partner relationships, ensuring contractual obligations are met and maintaining operational excellence across our testing sites. You will be responsible for overseeing site performance, adherence to operational processes, and compliance with required certifications and audits.

Duties and Responsibilities :

• Manage test center and partner relationships and ensure contractual obligations are met in a timely manner.
• Monitor and manage the performance of testing sites using site scorecards and performance metrics.
• Ensure adherence to operational processes, site schedules, and required certifications.
• Oversee compliance with audits, including DIP checks, site audits, secret shops, etc.
• Respond to escalations from sites and clients in a timely and effective manner.
• Document processes, procedures, and tools to maintain consistency and efficiency across sites.
• Communication with partners
• Ensure all candidates are tested according to Prometric Standard Operating Procedures (SOPs).
• Ensure all channel Key Performance Indicators (KPIs) and Service Level Agreements (SLAs) are achieved.
• Lead initiatives as assigned by management.
• Ability / Flexibility to work on weekends and extended hours
• TCA certification coordination
• Assess test center capacity and work with Test Hours staff to extend site scheduler as necessary
• Request escalations for windowed exam dates / hours
• Staff related closures
• Work with GSTS
• Monitor and be aware of tech upgrades
• Answer questions from sites / help with communication
• TA escalations and requests
• Site management
• Client escalations and command centers
• Yearly follow up on current staff present at site
• Site moves – monitor and help with any items that come up
• Ownership changes – Help the buildout team as needed
• New site buildout – Work with site ownership to setup accounts and train as needed
• Support client escalations and command centers
• New site set up and training, following up on performance

Qualification and desired skills