Job Description

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. These individuals 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.   

Main Objectives and Activities

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.          

Knowledge, Skills & Experience

A minimum of two years customer service related experience required 
One year of management or supervisory experience preferred
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.