Job Description

Position Summary:

Reporting to the Manager, Test Centres, the Senior Test Centre Officer is responsible for overseeing the day-to-day operations of the Test Centre. This includes interacting with students, faculty, staff and administration to ensure consistency in processes and protocols are maintained across all campuses.

Responsibilities:

Administrative

\xc2\xb7 Develops business relationships and invoices external clients.

\xc2\xb7 Liaises with various internal departments, including Counselling and Accessibility, Information Technology Services, and Faculties/Academic Schools and Departments.

\xc2\xb7 Tabulates daily and monthly data usage and creates reports at Manager\xe2\x80\x99s request.

\xc2\xb7 Monitors email for test submissions from faculty and external clients, and prints test submissions as required.

\xc2\xb7 Performs front line duties, traveling to other campuses where required.

Testing

\xc2\xb7 Registers students for testing and provides orientation for Test Centre processes.

\xc2\xb7 Invigilates all forms of testing; Processes and uploads test results and placements onto computerized systems.

\xc2\xb7 Liaises with other departments when testing needs and special requirements are indicated beyond what is available.

Team Guidance

\xc2\xb7 Under the guidance of the Manager, provides training, orientation, and mentorship to new full-time and part-time staff.

\xc2\xb7 Participates in building best practices within the Senior Test Centre Officer group.

\xc2\xb7 Provides Test Centre orientation to new faculty and students.

\xc2\xb7 Schedules shifts and oversees part-time and full-time staff members.

Conflict Resolution

\xc2\xb7 Acts as the point of contact when students demand to speak with someone.

\xc2\xb7 Manages needs of accommodated students; resolves any conflicts or discrepancies regarding the delivery of services to students with accommodations.

\xc2\xb7 Manages complaints and negative feedback about Test Centre operations and escalates to the Manager, Test Centre where needed.

Qualifications:

Education

\xc2\xb7 Minimum completed three (3) year diploma/degree in Business, Office Administration, Humanities, or a related discipline. If education is in a related field of study, please state how it is relevant.

\xc2\xb7 Current certification in Standard First Aid and CPR and/or Mental Health certification is an asset.

Experience

\xc2\xb7 Minimum three (3) years of experience working in a high volume, computerized, front facing, customer service environment working with individuals with accommodation needs.

\xc2\xb7 Minimum one (1) year of experience with de-escalation and crisis management.

\xc2\xb7 Experience working with various types of equipment/hardware to meet the accommodation needs of a diverse student body.

Skills

\xc2\xb7 Familiarity in Microsoft Office Suite, assistive technologies, creating spreadsheets, and database applications.

\xc2\xb7 Aptitude in instructing and guiding clients in an educational setting.

\xc2\xb7 Strong human relation skills to effectively work with a diverse mix of students, staff and Faculty.

\xc2\xb7 Excellent communication and listening skills, with the ability to think critically and make sound decisions under minimal supervision.

\xc2\xb7 Ability to establish priorities and work under pressure, while maintaining excellent customer service.

Notes:

\xc2\xb7 This position includes light lifting up to 5 to 20 kg or 11 to 44 lbs on occasion.

\xc2\xb7 A skills assessment test will be administered during the recruitment process.

Seneca College