Baylor University, a private not-for-profit university affiliated with the Baptist General Convention of Texas, is committed to compliance with all applicable anti-discrimination laws, including those regarding age, race, color, sex, national origin, military service, genetic information, and disability. Baylor complies with statutory Affirmative Action/Equal Opportunity requirements. Baylor's full official Notice of Non-Discrimination may be read online.
A humble college founded before Texas was a state, Baylor now stands as one of the premier institutions of higher education in the world. Baylor has continued to invest in research and doctoral education, both solidifying and elevating its unique status as a preeminent Christian research university. Baylor is among 187 R1 institutions, just 52 of which are private universities.
Since 2011, Baylor has been named as one of the nation’s “Great Colleges to Work For”. Great Colleges to Work For® is one of the country’s largest and most respected workplace recognition programs. Each year, Great Colleges recognizes the colleges and universities that get top employee ratings regarding workplace practices and policies across 10 areas. This recognition is based on faculty and staff responses to a related annual survey. The survey, conducted by ModernThink, is a way for colleges and universities to gain a deeper understanding of how their employees experience and view various aspects of the institution. This continued recognition further affirms Baylor as a rewarding place to build a career.
What We Are Looking For
Serves as the first line support, communication, and triage lead for the OALA Testing Center. This position manages day to day student inquiries, manages the Testing Center email inbox, supports student workers with routine testing questions, coordinates standard testing logistics, and routes issues to the appropriate staff member. They help ensure students and student workers have timely guidance, clear communication, and an organized testing experience, while keeping technology issues, complex accommodation matters, and higher level concerns in the appropriate staff lanes.
A bachelor's degree and less than one year of relevant work experience are required. A master's degree and one year of relevant work experience are preferred. Additional education or experience will be considered in lieu of one another.
All applicants must be currently authorized to work in the United States on a full-time basis.
What You Will Do
First Line Testing Support and Student Guidance
Serve as a first line support resource for students using the OALA Testing Center. Respond to routine student questions about testing procedures, scheduling, testing requests, rescheduling, exam logistics, and established processes. Provide clear, timely, and student centered guidance so students understand how to navigate the testing process and access the appropriate support. Remain available to support students and student workers during regular and peak testing periods, including midterms and finals, while routing issues outside this role’s scope to the appropriate staff member.
Testing Center Email Management and Triage
- Monitor and manage the Testing Center email inbox as the central intake point, responding to routine inquiries using established guidelines, templates, and procedures. Sort, prioritize, and triage other messages to the appropriate staff member, including technology issues to the Testing & Technology Coordinator, complex accommodation or testing decision matters to the Testing Services & Accommodation Specialist, accommodation case questions to the appropriate Accommodation Specialist, and escalated concerns to the Assistant Director of Testing. Ensure timely responses, confirmed handoffs, and track follow up so questions and concerns do not fall through the cracks.
Exam Scheduling and Routine Testing Logistics
- Coordinate routine accommodated exam logistics, including scheduling testing rooms based on approved accommodations, communication and support of students in scheduling and rescheduling exams, manging testing exam bookings on OALA’s accommodate system, coordinating exam receipt and return with faculty, and preparing, distributing, and printing testing materials. Keep the daily testing schedule accurate and current, identify and resolve routine scheduling conflicts, and ensure exams, rooms, and materials are prepared for scheduled appointments. Identify gaps and share non routine issues to the appropriate team member in a timely manner to resolve or adjust.
Student worker guidance, maintain records and documentation, and process accuracy
- Provide day to day guidance to student workers who support testing operations, including routine questions, student communication, check in and check out processes, exam handling, and appropriate handoffs. Help student workers understand when to resolve routine matters and when to route questions to professional staff. Maintain accurate records and documentati related to exam scheduling, exam tracking, student communication, and routine testing center activity. Support consistency, confidentiality, and accuracy in daily testing processes.
Consistent Communication, Professional Development, and Office Support
- Maintain regular communication with the Assistant Director of Testing regarding day to day operations, recurring student questions, scheduling patterns, student worker questions, and process concerns. Attend OALA staff meetings and participate in professional development related to testing operations, disability services, student support, and applicable ADA compliance best practices as time and budget allow. Remain flexible to support the Testing Center and OALA office through other communication, triage, or coordination duties as assigned within the scope of this role.
Other
- Perform all other duties as assigned to support Baylor’s mission
- Ability to comply with university policies
- Maintain regular and punctual attendance
What You Can Expect
As part of the Baylor family, eligible employees receive a comprehensive benefits package that includes medical, dental, and vision insurance, generous time off, tuition remission, and outstanding automatic retirement contributions. Baylor has a comprehensive benefits plan that supports you and your family’s wellbeing and allows you to be a part of the life of a vibrant and active college campus. To learn more, go to Baylor Benefits & Advantages.
Explore & Engage
Learn more about Baylor and our strategic vision, Baylor in Deeds. Also, explore our great hometown of Waco and the many opportunities to engage locally. If you are new to Central Texas, This is Waco!