Test Center Manager

Pearson•Montreal, QC

8d•Onsite

About The Position

Pearson VUE is the global leader in computer-based testing for information technology, academic, government and professional testing programs around the world. Pearson VUE provides a full suite of services from test development to data management and delivers exams through the world’s most comprehensive and secure network of test centers in more than 180 countries, where we validate the skills and knowledge of millions of individuals every year. Pearson VUE offers a great environment to start or grow your career, we are now hiring for a Test Center Manager to join our team based in Montreal, Quebec. Pearson VUE is a business of Pearson, the world's leading learning company with global-reach and market-leading businesses. Pearson is listed on both the London and New York stock exchanges (UK: PSON; NYSE: PSO).

Requirements

High school diploma or equivalent is required.
Ability to work 30 - 40 hours per week with an expectation to work more hours as needed.
Employees must be available to work various shifts between the hours of 7 am to 9 pm, various shifts as scheduled, any day Monday through Saturday.
Ability to work approximately 2 - 3 Saturdays per month.
Available to address operational problems when not at test center.
Willing to travel across Canada for Temporary Testing Events 3 times in a year.
Ability to multi-task.
Strong communication and customer service skills are a must, delivered with focused attentiveness and moderate interaction.
Must be flexible in work hours and days.
Ability to complete all tasks in a timely and efficient manner and handle a reasonable amount of stress.
Intermediate experience in Microsoft Office Suite, Windows applications, Internet, and email.
Ability to operate a computer and telephone.
Must be able to work in a quiet, focused environment and hear words spoken in soft voices.
Ability to lift up to 20 lbs on occasion.
Must have the ability to stand for extended periods of time while escorting candidates back and forth, up to 50-100 times per scheduled shift, to and from the testing room.
Must have the ability to sit for long periods of time.
Must be able to bend, stoop, and lift from a stooped position.
Must be able to see small details at a distance.
Ability to see names clearly on ID cards and the computer screen.

Nice To Haves

Minimum of one year customer service experience preferred.
One year supervision experience in customer service preferred.
Bachelor's degree or equivalent business experience preferred.
Team leading and training skills, and exposure to a testing environment are strongly preferred.

Responsibilities

Expand your career at Pearson VUE in our entry level Test Center Manager position for our Montreal, Quebec location.
Utilize communication and customer skills with external customers.
Select new Test Administrators.
Provide job coaching to current employees.
Provide fair performance appraisals to current employees.
Arrive on time for all scheduled shifts.
Perform on-time site opening and closing procedures.
Understand all testing procedures.
Check in examinees, verify identification, and explain the exam process.
Monitor examinees while testing.
Maintain a secure testing environment.
Communicate with internal technical support to investigate and fix technical issues.
Strictly adhere to company policies using careful judgment.
Responsible for maintaining a professional and clean testing center with light housekeeping duties.
Other duties as assigned.
The Test Center Manager is the onsite manager of a small team of Test Administrator employees.
Site staffing/hiring/retention/conflict resolution/scheduling.
Train, develop, and coach staff.
First contact for facility issues.
Validate candidate’s records uploaded under “check-in” process.
Give directions to the candidates at the time of greeting like to adjust their workspace or asking candidates to take the photographs again.
Supervise candidates during the testing session using video streaming and a remote administration console.
Monitor for any suspicious or noteworthy activity, and communicate with candidates if needed.
Make sure that the candidates are following all testing policies and are not risking exam security.
Assist candidates with technical issues and reporting candidate incidents to the Program Coordinator team via Case.
Revoke or terminate the exam in case candidates are not following all test security policies as stipulated by client.
Implement feedback given during monitoring sessions by PICs / Team Leads.
Appropriate documentation on client CRM.
Ensuring data security - proprietary data of customers.
Meeting SLAs & maintaining Quality Standards.