Job Description

Position DescriptionIf you enjoy working with the public in a high energy and dynamic environment, a challenging and rewarding job opportunities await you at Serco Canada Inc. You will be part of a professional, technically savvy, motivated, service oriented and customer focused, team that supports SGT Invigilator operations within our Drive Test Centre locations. You will work closely and collaboratively with the SGT Management team to provide on-going administrative support on the booming SGT contract. In addition to monitoring and managing the on-line exam portal for examination sessions, you may also be asked to use knowledge from these instances to identify problem areas, trends, root cause and opportunities for improvement.In this role, you will perform the following duties:To work closely and collaboratively with the SGT Management team to provide on-going administrative support on the booming SGT contract. In addition to monitoring and managing the online exam portal for examination sessions, you may also be asked to use knowledge from these instances to identify problem areas, trends, root cause and opportunities for improvement.

• Invigilating scheduled SGT sessions through our online portal.
• Performing processes on our online portal.
• Operating video conferencing software to commence online testing.
• Providing low level IT support to candidates taking their online exam.
• On-boarding candidates for their online exam session:

• Set-up online exam portal/Zoom video conference.
• Validate applicants\xe2\x80\x99 ID/workspace through video conference.
• Monitoring candidates during testing to ensure no issues (technical or cheating)
• Closely following and enforcing exam procedures and regulations.
• Utilizing a set script to provide important information/test rules and procedures.
• Ensuring a positive, secure online exam experience to our applicants.
• Participating in feedback meetings to improve online testing process/product.
• Providing additional administrative support to the SGT contract.
• Provide invigilating support to candidates pertaining to only administration questions.

Your responsibilities include but are not limited to:

• Understand the overall business operations as it relates to the management of the day to day client relationships.
• Technical understanding of the exam, online portal, and its functions.
• Utilize judgment and business knowledge required for the decision-making purposes when terminating a test due to the candidate not following the rules and regulations set forth.

SGT Locations:

• Kitchener,
• Burlington,
• Downsview,
• Kingston,
• Sudbury,
• Hamilton.

QualificationsTo be successful in this role:

• Intermediate level of computer skills, and willingness to learn and adapt are required.
• 1-4 years of customer service experience in a service environment is preferred.
• Proficiency in Zoom is mandatory.
• Experience with learning platform software (Moodle) is preferred.
• Proficiency in MS Office is preferred (Word, Excel, Teams).
• Candidates will be required to complete a technical skills assessment as part of the interview process.
• Must be able to pass Criminal Record Check (CPIC) and Fingerprint Check.

If you are interested in supporting and working with our professional and passionate Serco team- then submit your application now for immediate consideration. It only takes a few minutes and could change your career!Company OverviewSerco Inc. (Serco) is the Americas division of Serco Group, plc. In North America, Serco\xe2\x80\x99s 9,000+ employees strive to make an impact every day across 100+ sites in the areas of Defense, Citizen Services, and Transportation. We help our clients deliver vital services more efficiently while increasing the satisfaction of their end customers. Serco serves every branch of the U.S. military, numerous U.S. Federal civilian agencies, the Intelligence Community, the Canadian government, state, provincial and local governments, and commercial clients. While your place may look a little different depending on your role, we know you will find yours here. Wherever you work and whatever you do, we invite you to discover your place in our world. Serco is a place you can count on and where you can make an impact because every contribution matters.To review Serco benefits please visit: . If you require an accommodation with the application process please email: or call the HR Service Desk at 800-628-6458, option 1. Please note, due to EEOC/OFCCP compliance, Serco is unable to accept resumes by email.Candidates may be asked to present proof of identify during the selection process. If requested, this will require presentation of a government-issued I.D. (with photo) with name and address that match the information entered on the application. Serco will not take possession of or retain/store the information provided as proof of identity. For more information on how Serco uses your information, please see our .Serco does not accept unsolicited resumes through or from search firms or staffing agencies without being a contracted approved vendor. All unsolicited resumes will be considered the property of Serco and will not be obligated to pay a placement or contract fee. If you are interested in becoming an approved vendor at Serco, please email .Serco is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.

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