Job Description

Description - Pearson VUE (www.pearsonvue.com) is the global leader in computer-based testing for information technology, academic, government and professional testing programs around the world. Pearson VUE provides a full suite of services from test development to data management and delivers exams through the world’s most comprehensive and secure network of test centres in more than 180 countries, where we validate the skills and knowledge of millions of individuals every year. Pearson VUE offers a great environment to start or grow your career, we are now hiring for a Test Center Manager to join our team based in Melbourne, AU.

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
• Experience with Microsoft Office and Windows applications required

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

1. 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

1. Customer Service

• Review test roster and prepares for candidates including those for special accommodation preparation
• Check in candidates and verify identifications
• Explain the test process briefly
• Help candidates to place all personal belongings in a personal locker
• 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
• Record and report all problems or discrepancies in a timely and efficient manner that arise in connection with an exam, a candidate or the testing center itself
• Print the test results after the candidate completes the test

1. 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

1. 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

1. 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

1. Other duties as assigned

WORK ENVIRONMENT AND CONDITIONS

Physical requirements

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

Pearson is an Equal Opportunity Employer and a member of E-Verify. Employment decisions are based on qualifications, merit and business need. Qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, sexual orientation, gender identity, gender expression, age, national origin, protected veteran status, disability status or any other group protected by law. We actively seek qualified candidates who are protected veterans and individuals with disabilities as defined under VEVRAA and Section 503 of the Rehabilitation Act.

If you are an individual with a disability and are unable or limited in your ability to use or access our career site as a result of your disability, you may request reasonable accommodations by emailing TalentExperienceGlobalTeam@grp.pearson.com.