Classroom Managerial Assistant

Job Description

A Proctor is a key member of our team who supports new hire classes in a proctor capacity. The ideal candidate will be highly motivated, have excellent communication skills, and be able to work well under pressure.

1. Assist Trainer through Classroom Management

• Monitor classroom throughout the day
• Check on agents' behavior in class including level of engagement, agents not paying attention to training, agents that do not appear in training environment
• Assist new hires on their technical concerns including system issues, camera concerns, connectivity, etc.
• Assist Trainers in making sure that all new hire class are on the same page during facilitation and activities through identifying new hires with raised hands for questions, new hires that are disengaged or confused
• Assist Trainers on minimizing interruption during class. Example: mute agents that are off mute while others are talking, calling out unnecessary background noises
• Assist in filling out DEJ, with updates throughout the day (as assigned by the trainer):
  • Add in any system issues
  • Agent attendance issues
  • Lesson completion updates
  • Help trainer with breakout rooms
  • Getting everyone to breakout rooms and back to the main session
  • Monitoring breakout rooms for agent participation and task completion
  • Help complete any administrative tasks assigned by the Trainer
  • Coordination HR/IT/OPs interactions with agents
  • Coordination of classroom visitors
  • Activity setup
  • Login testing
    • Attendance Checking
      • Take attendance (at start of class each day, after breaks and lunch)
        • Act as timekeeper of the class
        • Ensuring the trainer has the correct agent hours
        • Monitor agent breaks or time away from the class; that is not planned or longer than planned
        • Assist trainer in verifying new hire class identity through camera
      • Assist with IT issues/Troubleshooting
        • Help with any IT issues (system not loading, lockouts, ResultsCX or client access issues)
        • Submit IT tickets (submit and follow up on IT tickets)
          • If tickets are submitted, they need to be added to the DEJ
        • Boost Engagement
          • Encourage participation
          • Acknowledgement of correct and incorrect responses (good job, great answer, thumbs up)
            • Call on agents in chat to speak up with responses
            • Praise (use praise feature to create badges for job well done)
            • Use emojis to show reaction to agent responses (thumbs up, heart, laugh)
          • Provides feedback to the trainer on class level of engagement and group dynamics
      • Off Class Duties
        • Proctors not in class are expected to take phone calls until such time that a class will be assigned to him/her.
        • Proctors may attend trainings as a Leadership Developmental for him/her when not in class
      Required Skills and Qualifications

We are looking for someone who:

• Has proficiency in the use of personal computers
• Has good non-verbal and verbal communication skills – both oral and written
• Has good interpersonal skills with the ability to work with trainers
• Has good attention to detail
• Is able to work in a dynamic environment
• Is able to work different shifts as required (with work week in-class possibly being 45-50 hours)

Our company offers:

• Healthcare benefits
• All-around fun in the workplace
• Opportunity to grow with our company

Our company is a premier customer experience partner to Fortune 100 and 500 companies. We design, build, and deliver digitally influenced customer journeys that achieve the satisfaction and loyalty brands need to thrive and grow, while improving efficiency and reducing costs. Our core expertise extends to actionable analytics, contact center as a service (CCaaS), and our own SupportPredict AI-powered digital experience platform. Our strength lies in exceptional individuals working together in a high-performing, fun culture to deliver next-generation customer experiences on behalf of our clients.