Test Center Manager
Prometric
- Purchase, NY
- Permanent
- Full-time
- 12 Paid Holidays Off annually based on work schedule and start date
- No selling or quotas
- Office setting environment
- Paid training
- Sick time prorated based on start date
- 401K
- Employee Assistance Program
- Vision
- FSA
- Legal
- Full-Time
- Our ideal candidate demonstrates teamwork, with the availability to work various shifts from Monday to Saturday between 7am and 10pm. Candidate must be open to flexible scheduling.
- Schedules are available 2 weeks in advance.
- Ensure that the facilities, operations, and performance at the assigned test center consistently meets the standards of Prometric and its testing clients.
- Plan regular staff schedules and supervise both regular as well as temporary Test Center Administrators
- Have an understanding of how test center operating costs impact Prometric’s key financial and business drivers and performance against corporate metrics
- Educate staff on the rationale behind the key performance levers for the business and coach staff how to efficiently achieve the targets
- Supervise security/verification procedures of test candidates arriving for registration, ensuring that identification and confirming eligibility is carried out correctly.
- Responsible for hiring and training of new Test Center Administrators
- Review and approve timesheets and expenses for all staff
- Provide security at the testing facilities by ensuring all locks and security systems are properly used. The TCM is responsible for holding keys to the testing facility
- Represents the organization with professionalism
- Has sufficient knowledge of basic technology to resolve common issues
- File detailed reports on any irregular test center situations or complaints
- Operate a DVR, digital camera, telephone system (IVR), and alarm system as and when required.
- Resolve, report or escalate candidate and/or building problems to the appropriate department or manager
- Engage with property management to maintain a safe and comfortable testing environment
- Acts as a TCA to administer tests
- Actively participates in Prometric quality assurance, audit programs and other company initiatives as a team player.
- Maintain a deep knowledge of policies, practices, and procedures.
- High school diploma or equivalent
- College experience a plus
- Minimum of two years of customer service experience required (call center, retail, restaurant, etc.)
- One year of management or supervisory experience required
- Ability to communicate with candidates effectively and with professionalism and authority
- Ability to learn and apply verbal and written operational instructions
- Ability to make decisions using appropriate situational judgement
- Ability to write detailed, accurate and professional reports and correspondence
- Ability to multi-task and handle small tools, pack equipment for shipping or unpack for installation
- Familiar with Microsoft Windows-based computer programs and applications (including but not limited to MS Office, Outlook, Explorer-web browsing)
- Availability - Should be flexible to work various days and times including evening and weekends, subject to change according to testing demands.
- Ability to effectively manage situations that require conflict resolution
- Must be able to bend, stoop, and lift up to 40 pounds
- Ability to remain in a stationary position for extended periods of time while administering exams
- Ability to physically move through test room every 8-10 minutes and escort candidates to and from testing room
- Visual requirements include the ability to adjust or focus computer screens and view testing room through camera monitors while proctoring the exam
- Ability to maintain computers in the lab and office setting, by physically maneuvering in tight spaces, while maintaining safety protocols