Operations Coordinator

The Operations Coordinator serves as the principal communication channel between the Testing and Certification departments. This position has a focus on assisting Testing with daily operations and client satisfaction while implementing technical resources and team resources in program development and delivery. The best person for this position will competently implement technical resources and troubleshoot technical issues while ensuring compliance with industry standards and WPI policy. Under the direction of the Vice President, the Operations Coordinator will assist the team in all aspects of running the testing  program including all exam related services. The Operators Coordinator will work directly with the Director of Certification and Programming on WPI certification programs. The candidate will need to be a quick learner, able to work in a fast-paced environment and able to pivot when asked to work on a myriad of operations-related services. This position ensures compliance with operational and contractual procedures; communicates effectively with internal and external contacts; possesses and applies high-level computer/technical skills; and contributes to the overall success of the organization.

ESSENTIAL DUTIES AND RESPONSIBILITIES

The following duties are normal for this position. These are not to be construed as exclusive or all inclusive. Other duties may be required and assigned.

General Expectations

·        Processing testing orders and scoring

·        Assists the certification and testing teams in development, delivery, and maintenance of new and existing projects.

• Maintains a strong working knowledge of all technology programs (Excel, Outlook, Work, Adobe, & the WPI CRM). Knowledge and/or experience implementing a CRM would be welcomed. Implements and manages WPI’s transition to a new AMS based on independent research of system offerings and company needs
• Maintains an exceptional working relationship with internal teams and vendors, including testing, communications, and external relations. No drama

·        Optimizes internal resources in consultation with Senior Management.

·        Communicates with vendors and clients via phone, Teams, email, Zoom, or face-to-face as required while maintaining strong relationships and ensuring client satisfaction. Strong oral and written communications a must.

·        Assists the testing team with launching new clients through organization of requirements meetings, coordination of gap resolutions, and management of implementation schedules and resources.

·        Displays a professional presence and customer service-oriented demeanor with clients, candidates, co-workers, and vendors even under the most challenging of circumstances. Attention to details, deliverables, and coordinating competing priorities a must

Operations/Administration 

·        Maintains a strong working knowledge of, implements, and where needed, develops policies and standard operating procedures in consultation with the Senior Management.

·        Oversees and coordinates volunteer activities including webinar schedules; travel logistics; activities aimed at retention, recruitment, recognition of volunteer efforts.

• Assists in the development and implementation of WPI’s IMMMERSE blog and online presence, outreach, compiling posts to scheduling and administering interviews, as well as tracking metrics and initiating changes to improve site visibility and usage.
• Implements and will manage WPI’s transition to a new CRM based on independent research of system offerings and company needs.
• Provides support and guidance for exam programming, exam administration, exam scoring, certification, and other program personnel and processes.

·        Maintains standard operating procedures, guides, and manuals related to WPI’s examination and security procedures

·        Records, reports, and resolves any problems or discrepancies in a timely and efficient manner.

• Operates a multi-line phone system, answers incoming calls, conducts call assessment, provides excellent customer service while answering questions and, when necessary, routes to the appropriate personnel or department.
• Communicates and works with technical support to investigate and assist in resolution of technical issues.

·        Develops and maintains a strong working knowledge of essential hardware and software, including exam development/scoring and database applications. 

·        Organizes and maintains files and records of a complex or otherwise sensitive nature; ensures the security of confidential information and materials.

·        Operates a computer, copier/printer, and other office equipment. 

Competencies

To perform the job successfully, an individual should demonstrate the following competencies:

Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.

Technical Skills - Assesses own strengths and weaknesses; Pursues training and development opportunities; Strives to continuously build knowledge and skills; Shares expertise with others.

Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.

Interpersonal Skills - Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others' ideas and tries new things.

Oral Communication - Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings.

Written Communication - Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information.

Teamwork - Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed.

Leadership - Exhibits confidence in self and others; Inspires and motivates others to perform well; Effectively influences actions and opinions of others; Accepts feedback from others; Gives appropriate recognition to others.

Business Acumen - Understands business implications of decisions; Displays orientation to profitability; Demonstrates knowledge of market and competition; Aligns work with strategic goals.

Organizational Support - Follows policies and procedures; Completes administrative tasks correctly and on time; Supports organization's goals and values; Benefits organization through outside activities; Supports affirmative action and respects diversity.

Motivation - Sets and achieves challenging goals; Demonstrates persistence and overcomes obstacles; Measures self against standard of excellence; Takes calculated risks to accomplish goals; Is a self-starter and has a proven record of meeting deadlines.

Planning/Organizing - Prioritizes and plans work activities; Uses time efficiently; Plans for additional resources; Sets goals and objectives; Organizes or schedules other people and their tasks; Develops realistic action plans.

Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.

Attendance/Punctuality - Is consistently at work and on time; Ensures work responsibilities are covered when absent; Arrives at meetings and appointments on time.

Dependability - Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; Commits to long hours of work when necessary to reach goals. Completes tasks on time or notifies appropriate person with an alternate plan.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience                                         

Bachelor's degree (B. A.) from four-year college or university (may be in-process); Associate’s degree will also be accepted; 1-3 years’ experience with customer service, account management, and/or a related area; or equivalent combination of education and experience is acceptable.

Language Skills                  

Strong customer service focus including experience in balancing the needs of internal and external clients. Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the public.

Computer Skills                               

To perform this job successfully, an individual should have proficient working knowledge of Microsoft Office Suite. Proficient database management skills and a working knowledge of Excel and SQL (preferred).

WPI Benefits

100% of health and dental are covered

20 days of PTO

Flex scheduling

Summer hours plus 13 paid holidays

401K with employer contribution and match = 8%

Basic Life and Disability Insurance

Casual dress

Dog friendly office

Great Office Space located near the west Mix-Master

Professional Development and travel opportunities