REPORTS TO: Channel Engagement Manager or Sr. Manager
DEPARTMENT: Test Center
LOCATION: Rochester, MN
TEST CENTER ADDRESS: 2001 2nd St SW
JOB OVERVIEW
The Test Center Manager (TCM) serves as the face of Prometric in test centers around the world. These professionals are an essential part of a growing specialization within the company and thrive in fast-paced environments that support people who are taking life-changing exams.
Prometric employs more than 600 Test Center Administrators (TCAs) worldwide who are highly respected for their ability to lead and control the computer-based test center environment. The job requires TCMs to manage all aspects of the testing facilities, financial practices, and personnel and maintain set policies and guidelines to uphold the highest standard for exam integrity in the world.
PERKS
- 12 Paid Holidays Off annually based on work schedule and start date
- Vacation
- No selling or quotas
- Office setting environment
- Paid training
- Sick time is prorated based on start date
- 401K
- Employee Assistance Program
- Vision
- FSA
- Legal
RESPONSIBILITIES
- Ensure that the facilities, operations, and performance at the assigned test center consistently meet 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 to 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 on how to efficiently achieve the targets
- Supervise security/verification procedures of test candidates arriving for registration, ensuring that identification and confirming eligibility are carried out correctly.
- Responsible for hiring and training 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.
QUALIFICATION REQUIREMENTS
EDUCATION
- High school diploma or equivalent
- College experience a plus
EXPERIENCE
- Minimum of two years of customer service experience required (call center, retail, restaurant, etc.)
- One year of management or supervisory experience required
- Must be 18 years of age to qualify
SKILLS
- 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 judgment
- 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, and Explorer web browsing)
- Availability - Should be flexible to work various days and times including evenings and weekends, subject to change according to testing demands.
- Ability to effectively manage situations that require conflict resolution
PHYSICAL JOB REQUIREMENTS
- Must be able to bend, stoop, andlift upto 40 pounds
- Ability to remain in a stationary position for extended periods of time while administering exams
- Ability to physically move through the test room every 8-10 minutesand escort candidates to and from the testing room
- Visual requirements include the ability to adjust or focus computer screens and view the testing room through camera monitors while proctoringthe exam
- Ability to maintain computers in the lab and office setting, by physically maneuvering in tight spaces, while maintaining safety protocols
Prometric is an Equal Employment/Affirmative Action employer. We do not discriminate in hiring based on sex, gender identity, sexual orientation, race, color, religious creed, national origin, physical or mental disability, protected Veteran status, or any other characteristic protected by federal, state, and local law.