Customer Service - Test Center Manager (FT)

South Portland, ME, USA Req #4450
Monday, 09 May 2022

About Us:

Prometric (www.prometric.com) 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. Prometric serves as an industry gatekeeper, ensuring that people legitimately earn the credentials they seek to achieve, and thereby guaranteeing a fair testing experience for all who come through our doors.

JOB TITLE:                  Test Center Manager

REPORTS TO:             Channel Engagement Manager or Sr. Manager

DEPARTMENT:            Test Center

LOCATION:                  Atlantic Place, Suite #44 311 Darling Avenue South Portland, ME 04106

 

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 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 management and maintain set policies and guidelines to uphold the highest standard for exam integrity in the world.         

 

COMPANY BACKGROUND

Prometric (www.prometric.com) is a trusted test development and delivery provider to more than 300 organizations worldwide. Prometric serves as an industry gatekeeper, ensuring that people legitimately earn the credentials they seek to achieve, and thereby guaranteeing a fair testing experience for all who come through our doors.
 
 

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 as needed and supervise both permanent as well as temporary Test Center Administrators 
  • Have an in-depth understanding of 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 coaches staff how to efficiently achieve the targets
  • Supervise security/verification precautions of test candidates arriving for registration, ensuring that identification and confirming license entitlement, eligibility, etc. is carried out correctly.  
  • Assist in the hiring and training of new Test Center Administrators 
  • Calculate and approve timesheets and expenses for all staff, submitting to the District Manager at appropriate times.
  • Maintain a 12-month center schedule for utilization of center open hours to meet and satisfy corporate contractual requirements 
  • Provide security at the testing facilities by ensuring all locks and security systems are properly used.  The TCM may also be responsible for holding keys to the testing facility 
  • Understands client’s strategies and how they impact the test centers
  • Represents the interests of the organization with community and other external stakeholders
  • Has sufficient technical knowledge to understand the basic Test Center Technology and resolve common technical issues
  • File reports on any irregular test center situations or complaints  
  • Operate a video camera, VCR, digital camera, telephone system, and alarm system as and when required. 
  • Resolve candidate and building problems to the appropriate corporate manager 
  • Manage quality assurance through audits or other company programs 
  • Engage in property management to maintain a safe and comfortable testing environment 
  • Acts as a TCA to administer tests as needed.  
  • Actively participates in Prometric quality assurance, audit programs and other company initiatives as a flexible team player.
  • Maintain a deep knowledge of policies, practices, and procedures.           

QUALIFICATION REQUIREMENTS

 

EDUCATION

  • High school diploma or equivalent
  • College experience a plus

 

EXPERIENCE

  • 1 – 2 years of customer service experience required (call center, retail, restaurant, etc.)
  • One year of management or supervisory experience preferred
  •  

 

SKILLS

  • Ability to communicate with candidates effectively and with professionalism and authority  
  • Ability to learn and apply operational and maintenance instructions, and other job documents  
  • Ability to make decisions using appropriate situational judgement
  • Ability to write detailed 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) 
  • Flexibility - Should be flexible during days and evenings on various days and times subject to change according to demand of testing.  
    • Ability to write detailed reports and correspondence 
    • Ability to multi-task and handle small tools, pack equipment for shipping or unpack for installation 
    • Familiarity with computer programs and applications (including but not limited to MS Office, Outlook, Explorer-web browsing)  

 

PHYSICAL JOB REQUIREMENTS

  • Capable of lifting up to 40 pounds 
  • Ability to remain in a stationary position (sitting or standing) for extended periods of time while administering exams 
  • Ability to perform periodic walk-throughs      
  • Visual requirements include the ability to adjust or focus computer screens and view testing room while proctoring 
  • Frequently positions self to maintain computers in the lab & office setting, including under the desks and in the server closet 

Prometric 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.

Other details

  • Pay Type Hourly
Location on Google Maps
  • South Portland, ME, USA