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Customer Service - Test Center Manager

Company: Prometric
Location: Cedar Rapids
Posted on: April 18, 2019

Job Description:

Prometric is a trusted test development and delivery provider to more than 300 organizations worldwide. On their behalf, we securely deliver an average of 7 million exams per year to people who are seeking to improve their lives. Whether by starting a new career, further developing their skills to improve on an existing one, adding to their qualifications for a promotion, taking school entrance exams or simply for professional development, people taking tests want a reliable, convenient and hassle-free experience. Prometric serves as an industry gatekeeper, ensuring that people legitimately earn the credentials they seek to achieve, and thereby guaranteeing a fair testing experience for all who come through our doors.The Test Center Manager (TCM) serves as the face of Prometric in test centers around the world. We are looking for professionals who have a passion for superior customer service as you will be supporting people who are taking life-changing exams. If you want to make a difference in people's lives on a daily basis and enjoy a fast-paced, dynamic work environment, read on and click on the video link below?Prometric lives its values. We are a performance-based company that continually invests in our employees. From competitive pay, benefits and tuition reimbursement to a culture that rewards diversity, motivation and results, Prometric offers career and development opportunities no matter where you start.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 TCM is the driving force in the test centers, managing all aspects of the testing facilities, helping monitor exams and maintaining strict policies and guidelines to uphold the highest standard for exam integrity in the world. The TCM also serves as the voice in the field, sharing information with other TCMs and test center management. At Prometric, your voice is heard and your opinions matter.Key Responsibilities of the TCM:* Supervise the Test Center Administrators and the day-to-day running of the test center* Effective performance management of test center staff including coaching and counseling* Screen, interview, hire and train new Test Center Administrators* Prepare weekly staff schedules* Work to insure a safe and comfortable testing environment to foster a positive candidate testing experience* Actively check-in and proctor candidates as needed based on testing volume* Frequent two way communication with TCMs in other test centers, as well as with the broader test center management team* Constantly review processes with a critical eye to foster continuous improvement and achieve better, faster, less expensive test delivery while never compromising quality* Share your successes, disappointments and learnings with the broader TCM community; we are a team and we all can learn from each other. Need something? Ask?* Communicates consistently & effectively throughout organization (up, across and down)* Minimal travel requiredRequirements:* High School Diploma required, college degree a plus* 2-3 years customer service related experience required* 2-3 years of management or supervisory experience required* General business acumen and understanding of operational metrics & financial performance with a focus on results* Experience in interviewing, hiring and onboarding new employees for various shifts* Ability to enroll in and pass a background check for administering federal government client examsSkills:* Passion for customer service* Ability to build relationships within direct team and across multiple remote locations* Intermediate working knowledge of Microsoft Office suite* Excellent attention to detail and organizational skills* Good judgment and strong decision-making abilities* Exceptional communication skills, both verbal and written* Ability to work well and multi-task in a fast-paced environment* Ability to "think on your feet," make empowered decisions and escalate issues as neededPhysical Requirements:* Capable of lifting up to 40 pounds* Ability to perform periodic walk-throughs of the testing center* Maintaining computers in the lab & office setting; including accessing from under the desks and in the server closet* Visual requirements include the ability to be observant, focusedAvailable Shift(s): Monday through Saturday 7am to 6pm with occasional weekends and eveningsTo preview this job, watch our video prior to applying: https://vimeo.com/74953443Prometric is a trusted test development and delivery provider to more than 350 organizations worldwide. On their behalf, we securely deliver an average of 9 million exams per year to people who are seeking to improve their lives. Whether by starting a new career, further developing their skills to improve on an existing one, adding to their qualifications for a promotion, taking school entrance exams or simply for professional development, people taking tests want a reliable, convenient and hassle-free experience. Prometric serves as an industry gatekeeper, ensuring that people legitimately earn the credentials they seek to achieve, and thereby guaranteeing a fair testing experience for all who come through our doors.For more information, please visit www.prometric.com.Prometric is an Equal Opportunity EmployerPrometric is an equal opportunity employer: disability/veteran.Other details* Pay Type Hourly* Employment Indicator Regular* Required Education High School* Cedar Rapids, IA, USA

Keywords: Prometric, Cedar Rapids , Customer Service - Test Center Manager, Executive , Cedar Rapids, Iowa

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