Test Center Manager

**Summary**: The Test Center Manager is responsible for administrating all aspects of day to day testing operations in assigned test centers of Pearson Professional Centers and provides day-to-day team leadership to ensure the adherence to strict operational policies and procedures of the examination processes and quality and security measures of Pearson Professional Centers. The Test Centre Manager is also responsible to recognize and identify potential improvement areas and acts as “go-to” person at the test center when the Regional Manager is not immediately available.

**CORE COMPETENCIES**
- Detail Oriented
- Communication Skills
- Problem Solving
- Organizing Skills
- Customer Focus
- Ethics and Value

**SCOPE AND IMPACT OF JOB**

Working closely with Test Administrators and the Lead test Administrator in test center, Test Center Manager, takes ownership of all aspects of testing operations to ensure appropriate implementation of operational policies and examination procedures.

**REQUIRED KNOWLEDGE AND EXPERIENCE**

**Education and Experience**:

- Five year customer service experience required
- Exposure in a testing environment strongly preferred

**Skills, Knowledge and Abilities**:

- Customer service skills required
- Strong written and oral communication skills
- Ability to communication both technical and functional
- Ability to work independently
- Effective time management skills
- Ability to handle a reasonable amount of stress
- Strong attention to detail
- Problem solving skills
- Alertness and courage
- Ethics and trust
- Knowledge in operating a computer, fax, and other office equipment

**Other (license/certification)**:

- Annual Pearson Professional Centers certification for Test Administrator required
- Must pass re-certification annually

**PRIMARY RESPONSIBILITIES**
- **Operational Administration**
- Assure equipment is operational and test stations are free of extraneous materials
- Review transmissions logs (uploading of current day’s test results & daily downloading of examinations and site schedule) from software that automatically connects to hub system periodically
- Communicate and work with VSS technical support to investigate and fix technical issues
- Test Center cleaning if applicable
- Perform daily site opening and closing
- Help to ensure a clean, professional, quiet testing atmosphere in the center
- **Customer Service**
- Explain the test process briefly
- Escort examinee to assigned test station
- Help the examinee begin the tutorial/test
- Answer any questions before the timed portion of the test begins
- Monitor examinees
- **Quality Assurance and Continuous Improvement**
- Ensure the adherence to the Pearson Professional Center quality and security measures
- Recognize and identify potential areas where existing policies and procedures require change or where new ones need to be developed and shared
- **Personnel Administration**
- Screening Test Administrator job applicants
- Review TA timesheets and forward to Regional Manager on a biweekly basis adhering to payroll deadlines
- Submit draft of site staffing schedule to Regional Manager on a weekly basis
- Verify correct staffing levels and notify Regional Manager of any and all staffing issues
- Assist with training and coaching to new hires
- **Management Support**
- Serve as the contact point for building management, site security, deliveries, vendors, etc., and escalates to Regional Manager when appropriate
- Take authority to act on behalf of the RM in operations and personnel issues
- Oversee overall operation of the PPC, fairly delegating tasks and responsibilities, escalating issues to the RM as appropriate
- **Other duties as assigned**

**WORK ENVIRONMENT AND CONDITIONS**

Physical requirements:

- Be comfortable to work in a quiet testing environment
- Be flexible in work hours

**What to expect from Pearson**

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