Customer Service Test Center Manager

Prometric - Hyattsville, MD

Full-time - Mid Level

Hyattsville, MD

501-1,000 employees

Educational Services

About the position

The Customer Service Test Center Manager (TCM) at Prometric is responsible for overseeing the operations of test centers, ensuring that they meet the company's standards and the expectations of testing clients. This role involves managing staff, maintaining security and integrity of the testing environment, and providing exceptional customer service to candidates. The TCM plays a crucial role in the success of the testing process, supporting both the test takers and the Test Center Administrators (TCAs).

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.
• Understand 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 on 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.
• Represent the organization with professionalism.
• Have 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.
• Act as a TCA to administer tests.
• Actively participate in Prometric quality assurance, audit programs and other company initiatives as a team player.
• Maintain a deep knowledge of policies, practices, and procedures.

Requirements

• High school diploma or equivalent required; college experience is 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 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 to work various days and times including evenings and weekends, subject to change according to testing demands.
• Ability to effectively manage situations that require conflict resolution.

Benefits

• 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
• FSA
• Legal