Customer Service Test Center Manager

JOB TITLE:                               Customer Service Test Center Manager REPORTS TO:                          Channel Engagement Manager or Sr. Manager DEPARTMENT:                         Test Center LOCATION:                               East Syracuse, NY TEST CENTER ADDRESS:      5015 Campuswood Drive     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 Test Center Administrators (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 and maintain set policies and guidelines to uphold the highest standard for exam integrity in the world.            PERKS 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    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  Have an understanding of 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 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.  The TCM is responsible for holding keys to the testing facility  Represents the organization with professionalism   Has 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  Acts as a TCA to administer tests Actively participates in Prometric quality assurance, audit programs and other company initiatives as a team player. Maintain a deep knowledge of policies, practices, and procedures.              QUALIFICATION REQUIREMENTS   EDUCATION High school diploma or equivalent College experience a plus     EXPERIENCE 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    SKILLS Ability to communicate with candidates effectively and with professionalism and authority   Ability to learn and apply 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 - Should be flexible to work various days and times including evening and weekends, subject to change according to testing demands.   Ability to effectively manage situations that require conflict resolution   PHYSICAL JOB REQUIREMENTS  Must be able to bend, stoop, and lift up to 40 pounds   Ability to remain in a stationary position for extended periods of time while administering exams   Ability to physically move through test room every 8-10 minutes and escort candidates to and from testing room   Visual requirements include the ability to adjust or focus computer screens and view testing room through camera monitors while proctoring the exam  Ability to maintain computers in the lab and office setting, by physically maneuvering in tight spaces, while maintaining safety protocols

Salary : $20