Customer Service Test Center Manager

Prometric • Troy, MI

401d • $43,680 - $43,680

About The Position

The Customer Service Test Center Manager (TCM) is responsible for overseeing the operations and performance of the assigned test center, ensuring compliance with Prometric's standards and those of its testing clients. This role involves managing staff schedules, supervising Test Center Administrators, and maintaining a secure and efficient testing environment. The TCM also plays a key role in staff training, performance coaching, and conflict resolution, while actively participating in quality assurance initiatives.

Requirements

• High school diploma or equivalent required; college experience is 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 effectively and professionally with candidates.
• 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.
• Familiarity with Microsoft Windows-based computer programs and applications (including MS Office, Outlook, Explorer-web browsing).
• Availability to work various days and times, including evenings and weekends, subject to change according to testing demands.

Nice To Haves

• Experience in a testing or educational environment.
• Knowledge of security protocols and procedures.

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 and temporary Test Center Administrators.
• Educate staff on the rationale behind key performance levers and coach them to achieve targets efficiently.
• Supervise security and verification procedures for test candidates during registration.
• 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 proper use of locks and security systems.
• Represent the organization with professionalism.
• File detailed reports on any irregular test center situations or complaints.
• Operate various technology systems as required, including DVR, digital camera, and alarm systems.
• 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.
• Act as a Test Center Administrator to administer tests when necessary.
• Participate in Prometric quality assurance and audit programs as a team player.

Benefits

• 12 Paid Holidays Off annually based on work schedule and start date.
• Paid training.
• Sick time prorated based on start date.
• 401K.
• Employee Assistance Program.
• Vision insurance.
• Flexible Spending Account (FSA).
• Legal assistance.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Educational Services
• Education Level: High school or GED