Test Center Manager

Prometric•Jacksonville, FL

5d•Onsite

About The Position

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, personnel and maintain set policies and guidelines to uphold the highest standard for exam integrity in the world.

Requirements

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
Must be 18 years of age to qualify
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

Nice To Haves

College experience a plus

Responsibilities

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.