Society for Human Resource Management

  • Manager, Certification Services

    Job Locations US-VA-Alexandria
    Job ID 2018-1196
    Category
    Customer Care
  • Overview

    The Role:

    The Manager, Certification Services is responsible for managing and overseeing the administration and processing of the certification and recertification application program.  In this role, the manager maintains the integrity of the certification program and ensures that all certificants receive best in class customer service by enforcing the policies related to the operations of the certification program.  The position serves as a primary liaison with the Certification Program team to establish a cohesive working relationship to create a seamless customer experience to applicants.  This position is also key in generating metrics to identify trends that aid in the improvement of the program. 

     

    Responsibilities

    Your Day:

     

    • Ensure the certification service level standards are met by enforcing the established policies that guarantee superior customer service and comply with certification/recertification requirements.

    • Manage a team of certification representatives to include the development, coaching and mentoring of team members to achieve the certification services goals.
    • Maintain the integrity of the certification program by defining accountability, establishing performance objectives, providing training and guidance, and ensuring that all policies are understood and are adhered to.
    • Create and track various certification and recertification metrics to identify trends as it relates to the issues and needs of the certification program and leverage the findings to improve the program management.
    • Partner with team members, including training team, to develop training programs and tools that enables the team to optimize service quality.
    • Provide regular reporting on the productivity and efficiency of the team to management by collecting and analyzing data to support achieving the organization’s certification/recertification goals.
    • Work collaboratively with the Certification Program team to share feedback and trends, and make recommendations to enhance, maintain, and adjust policies and procedures.
    • Handle and respond to escalated customer service inquires via phone and email.
    • Serve as liaison with the exam delivery partner related to exam applicant customer service issues.
    • Collaborate with internal certification partners to ensure effective communication and seamless customer experience to certification/recertification applicants.
    • Serve as a representative of the organization at sponsored programs and conferences to answer questions regarding certification/recertification process.

    Qualifications

    Must Haves:

    • High diploma or equivalent; Associates or Bachelor’s degree preferred.
    • 5 years of front-line customer service and management experience, or 7 years of experience in lieu of a degree. 
    • 2 years of experience with supervising staff performance and development.
    • Demonstrated experience successfully managing customer inquiries and disputes.
    • Experience working with Customer Relationship Management systems (e.g. Salesforce, Cobalt) and databases (e.g. MS Excel)
    • Ability to lead a team in achieving organizational goals, deliver on service expectations leading to high performance.
    • Strong verbal and written communications skills.
    • Acute attention to detail. 
    • Ability to use data to drive decisions.
    • Strong presentation skills.
    • Proficient with MS Office.
    • Excellent decision making, problem solving and critical thinking skills.
    • Ability to multi-task to complete tasks within deadlines.
    • Excellent customer service skills. 

     

    Let is know if you also have:

     

    • Experience developing reports and metrics for trend analysis.
    • Experience with knowledge of certification industry.
    • Front-line experience in a credentialing organization with focus on service delivery, metrics and performance.
    • Experience developing presentations for stakeholders, both within and outside the organization.
    • Ability to facilitate and resolve conflicts.
    • Ability to work in a fast-paced environment and constantly striving toward service improvement.

     

    Physical Demands

    The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

    While performing the duties of this job, the employee is regularly required to sit, use hands to finger, handle or feel objects, tools or controls; reach with hands and arms. The employee is occasionally required to stand, walk, stoop, kneel, crouch or crawl. The employee may occasionally lift up to 20 pounds.


    Work Environment

    The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  Work is regularly performed in a professional office environment and routinely uses standard office equipment. 

    This job requires occasional travel 0-10%.


    The Society for Human Resource Management is an equal opportunity employer (Minority/Female/Disabled/Veteran).

    ACCESSIBILITY NOTICE: If you need a reasonable accommodation for any part of the employment process due to a physical or mental disability, please send an email to: accessibility@shrm.org or TDD (703) 548-6990.

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