Oversees day-to-day activities and operations of the Exam Services Department/Call Center and staff. Plans and establishes production work schedules to meet deadlines and best use the department’s resources. Follows up on work in progress and facilitates the flow of work in and between departments to meet production standards. Confers with Managing Director and/or appropriate staff to eliminate difficulties and delays in meeting production standards. Prepares management reports on status of routine processes and reports problems to Managing Director.
Ensure exam services tasks are completed on time and meet established quality and customer service standards. Reports progress or problems to Managing Director.
Monitors effectiveness of staff in providing customer service over the phone. Monitors effectiveness of phone system. Ensures messages are returned in 24 hours.
Monitors email accounts and effectiveness of staff in responding to emails. Ensures responses are sent within 48 hours.
General supervision of departmental staff. Provides regular feedback on performance and documents where improvements are needed. Makes recommendations to Managing Director when formal disciplinary action is needed.
Primary responsibility for staff evaluations, goal setting and monitoring progress.
Schedules interviews for open positions, conducts first interviews and assists in making hiring decisions.
Conducts and coordinates new hire training.
Coordinates staff schedules, approves routine vacation and sick leave.
Assists staff in correcting routine problems. Processes candidate ADA requests, extension requests, and changes to social security numbers in individual records.
Responsible for reoccurring, operational tasks such as completion of month-end financial reports, the Basic Mailed School report mailing, and maintaining the school code list in the system.
Establishes and maintains up-to-date workflow documentation for all department processes. Advises Managing Director on changes to production policies and procedures as appropriate.
Coordinates responses to test center problems with Prometric, staff, and the candidates.
Responsible for all fixed-date testing communication to candidates and jurisdictions prior to each exam, serve as primary contact on administration day and conduct all post exam research and follow up with the Federation’s designated test delivery service following each exam
Researches and responds to candidate complaint letters.
Process testing accommodations and provide weekly reports to Federation’s designated test delivery service
Primary contact for jurisdiction inquiries regarding candidate registrations, service requests, access issues, testing and ADA accommodations. Report problems to Managing Director.
Contributes organizational knowledge through presentations to school faculty and other stakeholders.
Assist with Exam Services related project development and testing
Responsible for ensuring that office equipment is functional, furniture and supplies are adequate to allow staff to complete their jobs. Report problems to Information Systems and building manager.
Represent Exam Services on various teams (Security and BRIDGE)
Becomes the Acting Director in the Managing Director’s absence
Minimum three years’ first-level supervisory experience running a production-oriented work site.
Call center experience a plus.
One to two years’ experience working with relational databases a plus.
Skills & Abilities:
Excellent customer service, writing and collaboration skills.
Proficient in MS Office and test delivery service systems.
Ability to motivate and supervise staff in a production-oriented atmosphere.
Excellent oral and written communications.
Additional Salary Information: Excellent and comprehensive benefits package. Includes sick leave, vacation, all federal holidays, 14% employer contribution to 401(k), etc.
About Federation of State Boards of Physical Therapy
The Federation has been in business for over 25 years. It is an association of boards that license physical therapists and physical therapist assistants in the US. FSBPT is responsible for the National Physical Therapy Examination.