Part-time Test Centre Officer – Math Proficiency Test

4 weeks ago

Waterloo, Canada Conestoga College Full time
  • Requisition #: 24-0672
  • Location: Waterloo
  • Department: IELTS
  • Payband: G
  • Starting Rate: $32.49
  • Payband Range: $32.49 - $37.66
  • Hours/Week: 20-24
  • Posting Date: Thursday, August 8, 2024
  • Closing Date: Thursday, August 15, 2024 at 11:59 PM EST
  • Vacancy Type: Support Staff - Part-time Regular

This role is a critical part of Conestoga College’s partnership with EQAO (Education Quality and Accountability Office) to administer the provincial Math Proficiency Test (MPT) for teacher candidates. The main function of the MPT Test Centre Officer is to support frontline services for test takers and assist invigilators while supervising students as they write the test. This includes acting as a communications hub with third parties involved in administering the test.

Hours of work will be 20 hours per week with opportunity for up to 24 hours per week, across all Academic semesters between the hours of 8:00 a.m. to 10:00 p.m. Monday – Saturday.

Successful candidates will be required to conduct work within Ontario and must be available to work on campus as required. It is anticipated that this position will meet the needs of the department through a hybrid work arrangement.

Responsibilities:

Service Delivery

  • Handles a high volume of individualized stakeholder inquiries related to processes and scheduling tests
  • Provides timely and accurate information and direction to a widely diverse group of stakeholders in a front-facing customer service environment
  • Acts as a first point of contact with information and assistance for MPT students, including those who are seeking disability-related accommodations
  • Assesses inquiries and makes decisions regarding the nature and immediacy of needs, problem-solves urgent/timely situations and crises
  • Supports the development and continuous improvement of workflow processes with fellow team members
  • Facilitates invigilation of tests on a rotation with other team members as required for coverage, including evenings and weekends
  • Monitors MPT email and voicemails in collaboration with other staff to ensure service levels are met
  • Liaises with external partners as required to clarify and facilitate service delivery
  • Shares responsibility for pre- and post-test administration – answering questions about process and expectations, as well as troubleshooting and documenting routine problems
  • Assists with common technical issues for users who are having difficulty logging in to the invigilation platform and/or testing platform
  • Escalates issues of concern to the manager or other appropriate supports

Administration and Communications for Specific Testing Types

  • Primary contact for communications related to the administration of the MPT once the student has made an online booking
  • May be assigned as administrator and primary point of contact for the vendor of the testing platform to ensure smooth testing processes
  • Tracks statistics, sets draft schedules, and follows up with external testing partners (e.g. test centers at other colleges)
  • Assists with the updating of communications and departmental documentation including manuals, quick reference guides, websites, standard operating procedures, etc.
  • Assists Administrator by providing support to invigilation teams as required
  • Assists Administrator with creation of weekly draft schedule of additional staff for manager final approval
  • Coordinates with other college employees as required for technical assistance
Qualifications:
  • Two-year Diploma in Office Administration, Business Administration or a related field is required
  • Two years of practical experience in a high-volume office environment with a front facing customer service role is required
  • Well-developed customer service skills to support diverse stakeholder profiles and needs
  • Excellent verbal and written communication skills
  • Strong interpersonal skills, including the ability to reach agreement, build and maintain relationships and exercise tact, confidentiality, and diplomacy
  • Ability to deliver exceptional customer service, anticipate customer needs and respond and make appropriate decisions within scope of role
  • Excellent organizational skills; ability to multi-task
  • High level of computer literacy and ability to adapt to changing technology tools as required
  • Good judgement as well as strong problem solving and decision-making abilities
  • Collaborative team member with dedication to a teamwork environment
  • Full fluency in French and English, to include excellent verbal, written, and comprehension skills is required. French fluency to be demonstrated with completed Post secondary education at a recognized French language Institution, or a recognized credential such as the Diplôme d’Etudes en Langue Française (DELF) or be a French first language speaker

Conestoga College is a leader in polytechnic education. Our career-focused education, training, and applied research programs prepare students for success, support industry, and workforce needs and promote economic prosperity throughout our region and across Ontario.

We thank all applicants but only those selected for an interview will be contacted. Conestoga College is committed to workplace diversity and provides accommodations to applicants with disabilities throughout the hiring process. If you require accommodation, please contact Human Resources via the Contact page.

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