Customer Service Test Center Manager

Prometric - Harrison, NY

Full-time - Mid Level

Harrison, NY

501-1,000 employees

Educational Services

About the position

The Test Center Manager (TCM) at Prometric plays a crucial role in ensuring the smooth operation of testing facilities worldwide. As the face of Prometric, the TCM is responsible for managing all aspects of the test center, including overseeing the performance of Test Center Administrators (TCAs), maintaining financial practices, and upholding the highest standards of exam integrity. This position thrives in a fast-paced environment, supporting individuals taking significant exams that can impact their careers and lives. The TCM is tasked with ensuring that the facilities and operations consistently meet the standards set by Prometric and its clients. This includes planning staff schedules, supervising both regular and temporary TCAs, and educating staff on key performance metrics. The TCM must also supervise security and verification procedures for test candidates, ensuring that all identification and eligibility checks are conducted accurately. In addition to these responsibilities, the TCM is involved in hiring and training new TCAs, reviewing and approving timesheets and expenses, and maintaining security at the testing facilities. The role requires a solid understanding of basic technology to resolve common issues and the ability to file detailed reports on any irregularities or complaints that arise during testing. The TCM also engages with property management to ensure a safe and comfortable testing environment and may act as a TCA to administer tests when necessary. Overall, the TCM is expected to maintain a deep knowledge of Prometric's policies, practices, and procedures while actively participating in quality assurance and audit programs as a team player.

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