Test Center Manager

Prometric; Harrisburg (Dauphin County); On-site; USD 55,000 - 73,000; Full time

Benefits offered by this job

12 Paid Holidays

No quotas

Office setting

Paid training

Sick time prorated

401K

Employee Assistance Program

Vision

FSA

Legal

Job summary

Prometric is seeking a Test Center Manager in Harrisburg, PA to lead the center operations and staff, ensuring high standards for exam integrity and customer service.

You will manage scheduling, security, and financial practices while coaching staff to meet performance targets in a fast-paced testing environment.

Qualifications

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

Responsibilities

• Ensure facilities, operations, and performance meet Prometric standards.
• Plan regular staff schedules and supervise Test Center Administrators.
• Understand test center operating costs and impact on metrics.
• Educate staff on KPIs and coach to targets.
• Supervise security/verification procedures for candidates.
• Hire and train new Test Center Administrators.
• Review timesheets and expenses for staff.
• Provide security for testing facilities and manage locks/alarms.
• Represent the organization professionally.
• Maintain basic technology knowledge to resolve issues.
• File detailed reports on irregular test center situations or complaints.
• Operate DVR, cameras, phones, IVR, and alarms as required.
• Escalate candidate and building problems to appropriate departments.
• Engage property management to ensure a safe testing environment.
• Act as a Test Center Administrator for testing.
• Participate in quality assurance and audits as a team.
• Maintain knowledge of policies and procedures.

Skills

Customer service

Management

Communication

Decision making

MS Office

Education

High school diploma

College experience

Tools

MS Office

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 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.
JOB TITLE: Test Center Manager
REPORTS TO: Channel Engagement Manager or Sr. Manager
DEPARTMENT: Test Center
LOCATION: Harrisburg, PA 17112
TEST CENTER ADDRESS: 1100 N. Mountain Rd.
What To Expect On First Day(VIDEO)

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 escalte 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 upto 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

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.