Position Summary

Regular Part-Time Support Staff, replacement position

(First consideration for Support Staff and Academic positions will be given to internal applicants in accordance with the respective Collective Agreements)

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. Students from across the province who have earned their teaching credentials must complete this test before being eligible to work in the field. The main function of the MPT Test Centre Officer is to support frontline services for test takers and assist invigilators who have immediate concerns while supervising students as they write the test. This includes acting as a communications hub with third parties involved in administering the test.

Successful candidates will be required to conduct work within Ontario and must be available to work on-site at Conestoga’s Testing Centres located in Waterloo, Brantford, and Milton on occasion. It is anticipated that this position will meet the department's needs through a hybrid work arrangement, with a schedule of 15 to 24 hours per week, Monday to Saturday, between 8:00 a.m. and 9:00 a.m., including rotational evening and weekend requirements.

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 support

Administration

• 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 the Administrator by providing support to invigilation teams as required
• Assists the Administrator with the creation of a weekly draft schedule of additional staff for the manager's final approval
• Coordinates with other college employees as required for technical assistance

Qualifications

• A two-year diploma in Office Administration, Business Administration or a related field is required
• Minimum two years of practical experience in a high-volume office environment in 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 the scope of the 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
• Completion of a satisfactory Canadian Criminal Record Check required

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