Customer Service Test Center Manager

Prometric - Tucson, AZ

Full-time - Mid Level

Tucson, AZ

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 test centers worldwide. As the face of Prometric, the TCM is responsible for managing all aspects of the testing facilities, including financial practices, personnel management, and adherence to policies and guidelines that uphold the highest standards of exam integrity. This position thrives in a fast-paced environment, supporting individuals who are taking significant exams that can impact their careers and lives. The TCM oversees a team of Test Center Administrators (TCAs), 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 that drive the business. The TCM is also responsible for hiring and training new TCAs, reviewing timesheets and expenses, and ensuring security protocols are followed to maintain a safe testing environment. In addition to operational responsibilities, the TCM must possess a solid understanding of technology to resolve common issues and file detailed reports on any irregularities or complaints that arise during testing. The role requires a commitment to quality assurance and active participation in company initiatives, all while maintaining a professional demeanor that represents Prometric positively. The TCM must also be flexible in their availability, as the job may require working various days and times, including evenings and weekends, depending on testing demands. Physical requirements include the ability to lift up to 40 pounds, remain stationary for extended periods, and navigate through testing rooms to escort candidates as needed.

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