Department: Operations
Job Description
Position Title: Call Center Agent
Department: Operations
Reports To: Team Lead
Supervises: N/A
FLSA Status: Non-Exempt
Work Location: On-site (E-City)
Shift: Core business hours/extended hours as required to support key deliverables
Position Summary:
The Proctor/OBA is responsible for managing the onboarding cycle for candidates, ensuring a
smooth and secure process for online exams. This role involves assisting candidates with system
checks, verifying identification, guiding them through exam setups, and addressing any issues that
arise. The Proctor/OBA will also document and report on candidate status, handle technical issues,
and provide excellent customer service throughout the process.
Essential Duties and Responsibilities:
The essential duties of the position include the following, and other duties may be assigned:
1. Manage the end-to-end onboarding cycle for candidates through video, ensuring they are
properly set up for exams.
2. Assist candidates with system checks and address any issues related to their setup.
3. Verify and approve valid identification according to client-specific requirements.
4. Guide candidates through room scans to create an appropriate environment for exams.
5. Explain and educate candidates about exam rules and requirements set by clients.
6. Answer candidate questions regarding the onboarding and exam process, providing clear
and accurate information.
7. Engage with candidates to ensure they are comfortable and prepared for their exams.
8. Document and report the status of each candidate continuously, including any issues or
concerns.
9. Escalate any issues or technical problems to the floor leads or technical teams promptly.
10. Identify and troubleshoot basic technical issues, escalating to the tech team as necessary.
11. Navigate through different operating systems and browsers, addressing minor issues
effectively.
12. Utilize scanning and administrative technology proficiently.
13. Maintain outstanding organizational skills and attention to detail throughout the process.
14. Provide excellent customer service, demonstrating strong communication skills (both
written and verbal).
15. Ensure a positive experience for candidates by addressing their concerns and guiding them
through the onboarding and exam process.
16. Handle multiple tasks simultaneously, setting priorities and managing time effectively.
Supervisory Responsibilities:
None
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/Experience:
High school diploma or equivalent; degree in communications or a related field preferred. 1-2 years
of experience in a similar role, preferably with international call center experience or dealing with
US clients. Familiarity with CRM systems and practices is advantageous. Consistent work history
and a strong employment record.
Language Ability:
Ability to read and comprehend instructions, correspondence, and memos. Proficiency in writing
clear and accurate documentation and reports. Effective in conversing and presenting information
in one-on-one and small group settings to candidates and team members.
Math Ability:
Ability to perform arithmetic calculations as needed for administrative tasks and reporting.
Competence in managing and organizing data accurately.
Reasoning Ability:
Strong problem-solving skills, with the ability to address and resolve issues efficiently. Ability to
function in a fast-paced and sometimes ambiguous work environment. Capability to identify
technical issues and troubleshoot or escalate as necessary.
Computer Skills:
Proficiency with Microsoft Office Suite (Word, Excel) and Google Sheets. Experience with CRM
systems and administrative technology. Ability to navigate different operating systems and
browsers effectively. Basic troubleshooting skills for common technical issues.
Certificates and Licenses:
None
Travel:
This position does not require travel.
Work Environment:
The work environment characteristics described here are representative of those an employee
encounters while performing the essential functions of this job in an office environment.
Reasonable accommodations may be made to enable individuals with disabilities to perform the
essential functions. A typical, climate-controlled office environment exists. The worker is not
substantially exposed to adverse environmental conditions.
ISM and Privacy Statement:
1. Privacy Integration in Daily Operations: All employees handling personal data must
understand and integrate privacy practices into their daily tasks, ensuring data protection is
a top priority.
2. Role-Specific Compliance: Depending on the role, responsibilities may include managing
customer data securely, ensuring the privacy of proprietary company data, or safeguarding
employee information.