Test Center Manager (Grand Rapids, MI)

Pearson • Grand Rapids, MI

6d • Onsite

About The Position

Pearson VUE is hiring a Test Center Manager for its Grand Rapids, Michigan location. This is an entry-level role combining Test Administrator duties (approximately 60% of daily tasks) with onsite management of a small team of Test Administrators (approximately 40%). The position is benefit eligible and requires flexibility to work 18–30 hours per week, with additional hours as needed. Employees must be available for scheduled shifts between 7:15 a.m. and 8 p.m., Monday through Saturday, including approximately two to three Saturdays per month. Sunday shifts are infrequent but may be needed. The manager must also be available to address operational problems when away from the test center.

The Test Administrator portion includes opening and closing the site, following testing procedures, checking in examinees and verifying identification, monitoring exams, maintaining test security, communicating with technical support about technical issues, following company policies, and keeping the center professional and clean. The management portion includes staffing, hiring, retention, conflict resolution, scheduling, staff training, development and coaching, and acting as the first contact for facility issues.

The role requires a high school diploma or equivalent. A bachelor's degree or equivalent business experience is preferred. Customer service experience, supervision experience, team-leading and training skills, and exposure to a testing environment are preferred. The position pays $19.00 per hour.

Requirements

• High school diploma or equivalent.
• Strong communication and customer service skills, delivered with focused attentiveness and moderate interaction.
• Flexibility in work hours and days; availability for shifts between 7:15 a.m. and 8 p.m. Monday through Saturday, approximately two to three Saturdays per month, and occasional Sunday shifts if needed.
• Ability to work 18–30 hours per week and more hours as needed.
• Ability to complete tasks efficiently and in a timely manner and handle a reasonable amount of stress.
• Intermediate experience with Microsoft Office Suite, Windows applications, the Internet, and email.
• Ability to operate a computer and telephone.
• Ability to work in a quiet, focused environment and hear words spoken in soft voices.
• Ability to lift up to 20 pounds occasionally; stand for extended periods and escort candidates to and from the testing room up to 50–100 times per scheduled shift; sit for long periods; and bend, stoop, and lift from a stooped position.
• Ability to see small details at a distance and clearly see names on identification cards and a computer screen.

Nice To Haves

• At least one year of customer service experience.
• At least one year of supervision experience in customer service.
• Bachelor's degree or equivalent business experience.
• Team-leading and training skills.
• Exposure to a testing environment.

Responsibilities

• Arrive on time for scheduled shifts and perform on-time site opening and closing procedures.
• Understand and follow testing procedures.
• Check in examinees, verify identification, and explain the exam process.
• Monitor examinees while testing and maintain a secure testing environment.
• Communicate with internal technical support to investigate and resolve technical issues.
• Adhere strictly to company policies and use careful judgment.
• Maintain a professional, clean testing center, including light housekeeping.
• Perform other duties as assigned.
• Manage a small onsite team of Test Administrator employees.
• Handle site staffing, hiring, retention, conflict resolution, and scheduling.
• Train, develop, and coach staff.
• Serve as the first contact for facility issues.
• Address operational problems when away from the test center.

Benefits

• Medical, dental, vision, life, short-term disability, and voluntary long-term disability benefits.
• Paid holidays, vacation, sick days, and personal days per NCS Pearson policies.
• 401(k) retirement plan with employer match.
• Employee Stock Purchase Plan with biannual enrollment.
• Tuition reimbursement.
• Company-paid life insurance and business travel insurance.

What This Job Offers

• Job Type: Part-time
• Career Level: Entry Level
• Education Level: High school or GED