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Customer Service - Test Center Manager

Company: Festival Fun Parks, LLC
Location: Honolulu
Posted on: May 14, 2022

Job Description:

JOB TITLE: - - - - - - - - - - - - - - - - - - - - - - - - - - - - - Test Center Manager


REPORTS TO: - - - - - - - - - - - - - - - - - - - - - - - - Channel Engagement Manager or Sr. Manager


DEPARTMENT: - - - - - - - - - - - - - - - - - - - - - - - Test Center


LOCATION: - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - Honolulu, Hawaii

TEST CENTER ADDRESS: - - - - -1003 Bishop Street Suite 480



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. -


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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 date401K -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 escalate 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. - - - - - - - - - - -



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QUALIFICATION REQUIREMENTS


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EDUCATION



High school diploma or equivalent


College experience a plus



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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 up---to 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

Keywords: Festival Fun Parks, LLC, Honolulu , Customer Service - Test Center Manager, Hospitality & Tourism , Honolulu, Hawaii

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