Customer Service Test Center Manager

JOB REQUIREMENTS: JOB TITLE: Customer ServiceTest Center Manager REPORTSTO: Channel Engagement Manager or Sr. Manager DEPARTMENT: Test CenterLOCATION: Ashwaubenon, WI TEST CENTER ADDRESS: 1525 Park Place (Suite400) What To Expect On First Day(VIDEO) JOB OVERVIEW The Test CenterManager (TCM) serves as the face of Prometric in test centers around theworld. These professionals are an essential part of a growingspecialization within the company and thrive in fast-paced environmentsthat support people who are taking life-changing exams. Prometricemploys more than 600 Test Center Administrators (TCAs) worldwide whoare highly respected for their ability to lead and control thecomputer-based test center environment. The job requires TCMs to manageall aspects of the testing facilities, financial practices, personneland maintain set policies and guidelines to uphold the highest standardfor exam integrity in the world. PERKS 12 Paid Holidays Off annuallybased on work schedule and start date No selling or quotas Officesetting environment Paid training Sick time prorated based on start date401K Employee Assistance Program Vision FSA Legal RESPONSIBILITIESEnsure that the facilities, operations, and performance at the assignedtest center consistently meets the standards of Prometric and itstesting clients. Plan regular staff schedules and supervise both regularas well as temporary Test Center Administrators Have an understanding ofhow test center operating costs impact Prometric's key financial andbusiness drivers and performance against corporate metrics Educate staffon the rationale behind the key performance levers for the business andcoach staff how to efficiently achieve the targets Supervisesecurity/verification procedures of test candidates arriving forregistration, ensuring that identification and confirming eligibility iscarried out correctly. Responsible for hiring and training of new TestCenter Administrators Review and approve timesheets and expenses for allstaff Provide security at the testing facilities by ensuring all locksand security systems are properly used. The TCM is responsible forholding keys to the testing facility Represents the organization withprofessionalism Has sufficient knowledge of basic technology to resolvecommon issues File detailed reports on any irregular test centersituations or complaints Operate a DVR, digital camera, telephone system(IVR), and alarm system as and when required. Resolve, report orescalate candidate and/or building problems to the appropriatedepartment or manager Engage with property management to maintain a safeand comfortable testing environment Acts as a TCA to administer testsActively participates in Prometric quality assurance, audit programs andother company initiatives as a team player. Maintain a deep knowledge ofpolicies, practices, and procedures. QUALIFICATION REQUIREMENTSEDUCATION High school diploma or equivalent College experience a plusEXPERIENCE Minimum of two years of customer service experience required(call center, retail, restaurant, etc.) One year of management orsupervisory experience required Must be 18 years of age to qualifySKILLS Ability to communicate with candidates effectively and withprofessionalism and authority Ability to learn and apply verbal andwritten operational instructions Ability to make decisions usingappropriate situational judgement Ability to write detailed, accurateand professional reports and correspondence Ability to multi-task andhandle small tools, pack equipment for shipping or unpack forinstallation Familiar with Microsoft Windows-based computer programs andapplications (including but not limited to MS Office, Outlook,Explorer-web browsing) Availability - Should be flexible to work variousdays and times including evening and weekends, subject to changeaccording to testing demands. Ability to effectively manage situationsth t require conflict resolution PHYSICAL JOB REQUIREMENTS Must be ableto bend, stoop, andlift upto 40 pounds Ability to remain in a stationaryposition for extended periods of time while administering exams Abilityto physically move through test room every 8-10 minutesand escortcandidates to and from testing room Visual requirements include theability to adjust or focus computer screens and view testing roomthrough camera monitors while proctoringthe exam Ability to maintaincomputers in the lab and office setting, by physically maneuvering intight spaces, while maintaining safety protocols OTHEREXPERIENCE AND QUALIFICATIONS: QUALIFICATION REQUIREMENTS EDUCATION Highschool diploma or equivalent College experience a plus EXPERIENCEMinimum of two years of customer service experience required (callcenter, retail, restaurant, etc.) One year of management or supervisoryexperience required Must be 18 years of age to qualify APPLICATION INSTRUCTIONS: Apply Online:

Created: 2025-12-05