Test Center Manager

Prometric; Ashwaubenon (WI); On-site; USD 45,000 - 65,000; Full time

Benefits offered by this job

12 paid holidays

Paid training

401K

Employee Assistance Program

Job summary

Prometric is seeking a Test Center Manager for the Ashwaubenon location. This role is essential to maintaining high standards in our test centers and involves management of personnel, facilities, and operations. The Test Center Manager will supervise staff, ensure adherence to testing integrity, and resolve any issues that arise.

A high school diploma or equivalent and customer service experience are required, along with effective communication skills. Prometric offers a supportive working environment with numerous benefits.

Qualifications

• Minimum of two years of customer service experience required.
• One year of management or supervisory experience required.
• Must be 18 years of age or older to qualify.

Responsibilities

• Ensure test center standards meet Prometric's quality.
• Plan staff schedules and supervise administrators.
• Educate and coach staff on performance targets.
• Hire and train new Test Center Administrators.
• Ensure security and operational procedures are followed.

Skills

Effective communication

Situational judgment

Report writing

Multi-tasking

Microsoft Windows proficiency

Conflict resolution

Education

High school diploma or equivalent

College experience

Tools

Microsoft Office

DVR technology

Job description

About Us: Prometric 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. With over three decades of experience, our mission is to design and deliver the highest quality and most innovative testing solutions anytime, anywhere.

Job Title: Test Center Manager

Reports To: Channel Engagement Manager or Sr. Manager

Department: Test Center

Location: Ashwaubenon, WI — 1525 Park Pl #400, Ashwaubenon, WI 54304

Job Overview

The Test Center Manager (TCM) serves as the face of Prometric in test centers worldwide. These professionals are essential to a growing specialization within the company and thrive in fast-paced environments that support people taking life-changing exams. The TCM manages all aspects of the testing facilities, financial practices, personnel, and maintains policies and guidelines to uphold the highest standard for exam integrity.

Perks

• 12 paid holidays based on work schedule and start date
• No selling or quotas
• Office setting environment
• Paid training
• Prorated sick time based on start date
• 401K
• Employee Assistance Program
• Vision
• FSA
• Legal

Responsibilities

• Ensure the facilities, operations, and performance at the assigned test center consistently meet the standards of Prometric and its testing clients.
• Plan regular staff schedules and supervise both regular and 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 key performance levers and coach them on effective target achievement.
• Supervise security/verification procedures of test candidates arriving for registration, ensuring identification and eligibility are correctly verified.
• Hire and train new Test Center Administrators.
• Review and approve timesheets and expenses for all staff.
• Provide security by ensuring all locks and systems are properly used; the TCM holds the keys to the facility.
• Represent the organization with professionalism.
• Apply basic technology knowledge to resolve common issues.
• File detailed reports on any irregular test center situations or complaints.
• Operate DVR, digital camera, telephone system (IVR), and alarm system as needed.
• Resolve or report candidate and 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.
• Participate in Prometric quality assurance, audit programs, and other initiatives as a team player.
• Maintain deep knowledge of policies, practices, and procedures.

Education

• High school diploma or equivalent.
• College experience is 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 or older to qualify.

Skills

• Communicate with candidates effectively, professionally, and authoritatively.
• Learn and apply verbal and written operational instructions.
• Make decisions using appropriate situational judgment.
• Write detailed, accurate, and professional reports and correspondence.
• Multi-task and handle small tools, pack equipment for shipping or unpack for installation.
• Familiar with Microsoft Windows-based programs and applications (including MS Office, Outlook, Explorer).
• Availability to work various days and times, including evenings and weekends, subject to testing demands.
• Manage situations requiring conflict resolution effectively.

Physical Job Requirements

• Must be able to bend, stoop, and lift up to 40 pounds.
• Remain stationary for extended periods while administering exams.
• Move through the test room every 8–10 minutes and escort candidates.
• Adjust or focus computer screens and view testing room via camera monitors while proctoring exams.
• Maintain computers in lab and office settings, maneuvering through tight spaces safely.

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.