About Us : Prometric is a leading provider of technology-enabled testing and assessment solutions to many of the world's most recognized licensing and certification organizations, academic institutions, and government agencies. We support more than 7 million test takers annually at our testing locations in 180 countries around the world. With over three decades of experience working with clients of all sizes across a multitude of industry sectors, our mission is to design and deliver the highest quality and most innovative testing solutions anytime, anywhere.
JOB TITLE : Customer ServiceTest Center Manager
REPORTS TO : Channel Engagement Manager or Sr. Manager
DEPARTMENT : Test Center
LOCATION : Brooklyn, NY
TEST CENTER ADDRESS : 384 Bridge St
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, 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
- No selling or quotas
- Office setting environment
- Paid training
- Sick time prorated based on start date
- 401K
- Employee Assistance Program
- Vision
- Legal
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 AdministratorsHave an understanding of how test center operating costs impact Prometric's key financial and business drivers and performance against corporate metricsEducate staff on the rationale behind the key performance levers for the business and coach staff how to efficiently achieve the targetsSupervise 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 AdministratorsReview and approve timesheets and expenses for all staffProvide 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 facilityRepresents the organization with professionalismHas sufficient knowledge of basic technology to resolve common issuesFile detailed reports on any irregular test center situations or complaintsOperate 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 managerEngage with property management to maintain a safe and comfortable testing environmentActs as a TCA to administer testsActively 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 equivalentCollege experience a plusEXPERIENCE
Minimum of two years of customer service experience required (call center, retail, restaurant, etc.)One year of management or supervisory experience requiredMust be 18 years of age to qualify
SKILLS
Ability to communicate with candidates effectively and with professionalism and authorityAbility to learn and apply verbal and written operational instructionsAbility to make decisions using appropriate situational judgementAbility to write detailed, accurate and professional reports and correspondenceAbility to multi-task and handle small tools, pack equipment for shipping or unpack for installationFamiliar 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 resolutionPHYSICAL JOB REQUIREMENTS
Must be able to bend, stoop, and lift up to 40 poundsAbility to remain in a stationary position for extended periods of time while administering examsAbility to physically move through test room every 8-10 minutes and escort candidates to and from testing roomVisual requirements include the ability to adjust or focus computer screens and view testing room through camera monitors while proctoring the examAbility to maintain computers in the lab and office setting, by physically maneuvering in tight spaces, while maintaining safety protocolsPrometric 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.
