Test Center Manager

JOB TITLE: Test Center ManagerREPORTS TO: Channel Engagement Manager or Sr. ManagerDEPARTMENT: Test CenterLOCATION: San Francisco, CATEST CENTER ADDRESS: 100 California St #105, San Francisco, CA 94111

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What To Expect On First Day(VIDEO)

JOB OVERVIEWThe 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 dateNo selling or quotasOffice setting environmentPaid trainingSick time prorated based on start date401KEmployee Assistance ProgramVisionFSALegal

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 plus

EXPERIENCE

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 resolution

PHYSICAL 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 protocols