Channel Engagement Manager

Job Title: Channel Engagement Manager

Reports To: Senior Manager- Channel Operations, EMEA

Location: Ireland

( This role can be carried out remotely within Ireland, or from Prometric, Dundalk OR a hybrid model is also available) - The successful will be required to travel to the different test centers on occasion/when required – Test centers are located all around the Republic of Ireland. Department: Channel Management

SUMMARY

Provide point of escalation as required from the Operational Support team for an assigned portfolio of test delivery points (test centers, proctors, pop up events, etc.) in a team-based environment. Ensure there is adequate staff hired and trained across delivery points.

Provide coaching and training to managers in testing locations and serve as primary point of escalation for all related issues.

Conduct proactive analysis of available data to identify areas of underperformance for intervention and best practices for broader translation.

Travel as needed to conduct site audits, hiring activities and in-person training, including short-notice travel.

DUTIES & RESPONSIBILITIES

• Work cross-functionally with internal departments to meet test center servicing needs and ensure high levels of candidate satisfaction
• Build effective working relationships with operational services team and site employees in assigned portfolio
• Work closely with Site Build out team to ensure a smooth opening of new test locations including hiring and training staff, operational readiness and effective communications across the business
• Eliminate the re-incidence of operational issues by identifying trends, developing corrective action plans and executing those plans through to measured improvement in performance
• Work in a team based environment promoting a service excellence culture
• Provide coaching and assistance as required to managers in testing locations
• Able to travel including on short notice
• Responsible for growth planning, management and overall performance for the test delivery network
• Monitor and report on performance vs. forecast and establish tactical activity plans as required to ensure goal attainment
• Manage P&L profitability for test events
• Perform other duties as assigned

QUALIFICATIONS & EXPERIENCE

• 3+ years’ experience as a manager in an applied setting
• Proven track record in effectively managing distributed teams of subordinates and developing subordinates into effective leaders and managers to include the hiring process and training
• Staff and Partner management experience
• Experience with Salesforce
• Must have proven team leadership skills to include retention and motivation of staff, and excellent presentation skills with the ability to deliver information to a variety of audiences
• Ability to demonstrate cultural awareness to function as a part of a global team
• Good conflict resolution skills and respect for others
• Works well under pressure in a fast-paced environment
• Good interpersonal and communication skills in-person, over telephone, email and other platforms
• Self-starter and independent worker
• Proficient with Microsoft Office (Word, Excel, Outlook)