Exam Accommodation Supervisor

PSI Services•Henderson, NV

1d•Onsite

About The Position

The Exam Accommodations Supervisor monitors daily operations within the accommodations team and call center to ensure that candidates receive superior service. This role will be responsible for the supervision of a team of Exam Accommodations Representatives. The ideal candidate must demonstrate a strong level of knowledge and have a commitment to quality and consistency, and coaching, mentoring, and developing others. They will prepare reports and plans of action to fulfil call volume, service levels, and hold time requirements. Familiarity of ADA procedures is preferred. This is a full-time permanent role, Monday to Friday during Call Center opening hours. The incumbent may need to be available to support critical issues during evenings and over weekends.

Requirements

High school diploma or GED required
At least two years of experience in a customer service or call center environment.
Working knowledge of Microsoft Office applications required.
Experience building and running reports in Excel to track performance metrics.
Strong track record of demonstrating problem-solving and issue resolution skills.
Ability to quickly learn and effectively utilize proprietary systems and platforms.
Must be able to successfully pass Department of Defense (DoD) suitability requirements and approval process, as applicable to program access.

Nice To Haves

Bachelor’s degree or equivalent experience preferred.
Recent experience in a supervisory or team lead role preferred.
Experience using a customer service ticketing system preferred.
Familiarity of ADA procedures is preferred.

Responsibilities

Supervise, coach, and develop a team of Exam Accommodations Representatives to ensure consistent performance against established service level agreements (SLAs), quality standards, and candidate service expectations.
Collaborate with various departments to support all activities related to exam accommodations.
Respond directly to requests from candidates, Client, and internal leadership using a variety of systems.
Coordinate with site administration staff to ensure exam accommodations are appropriately implemented for each candidate.
Ensure timely follow-up with candidates regarding the status of their accommodations.
Maintain spreadsheets and reporting for the Exam Accommodations Department.
Develop and maintain a working-level understanding of all scheduling platforms, services, and the overall communication strategy.
Drive team performance to ensure a consistently outstanding candidate experience that meets or exceeds center performance expectations.
Monitor individual and team performance metrics, providing ongoing coaching, feedback, and corrective action to drive performance improvement.
Oversee attendance tracking, schedule adherence, and performance accountability, including documentation of performance concerns and participation in corrective action processes as needed.
Support hiring, onboarding, and training activities to ensure new team members are effectively ramped and aligned with role expectations.
Conduct effective team meetings that promote learning, engagement, accountability, and collaboration.
Maintain a culture of learning, accountability, and performance excellence within the team.
Motivate the team to deliver high-quality service while consistently adhering to internal business rules and procedures.
Serve as a primary resource for team members for candidate call escalations and general service-related questions.
Own escalation management for supervisor-level and complex candidate issues, ensuring timely resolution and appropriate communication to stakeholders.
Mentor team members to build proficiency within organizational structure, processes, and goals.
Monitor call volume metrics and prepare work schedules accordingly to support operational needs and service level targets.
Participate in stakeholder and client meetings as needed to provide updates, address operational concerns, and ensure alignment on service delivery expectations.
Support the Call Center Manager in managing daily workflow across multiple departments, including remote CSRs, foreign language teams, ADA accommodation scheduling and quality assurance teams.
Foster a positive and engaged team environment by supporting morale, recognition, and a culture of accountability and continuous improvement.

Benefits

401(k), pension, or country-specific retirement plans with employer contributions
Enhanced paid time off/annual leave policies
Medical insurance tailored to your region
Dental insurance
Vision insurance
Life insurance
Short-term disability insurance
Medical cashback plan including dental, vision, and income protection
Flexible Spending Accounts (US)
Employee Assistance Program (EAP)
Volunteer Day each year
Opportunities to support our communities and industry