Test Center Manager (Albany, NY)

Pearson VUE (www.pearsonvue.com) is the global leader in computer-based testing for information technology, academic, government, and professional testing programs. 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 centers in more than 180 countries, validating the skills and knowledge of millions of individuals every year. Pearson VUE is a business of Pearson, the world’s leading learning company.

About the role

This Test Center Manager position is located at 94 New Karner Rd, Suite 207, Albany, NY. In this role, you will utilize your communication and customer service skills with external customers while also selecting new Test Administrators, providing job coaching, and conducting fair performance appraisals for current employees.

Pay

Starting pay is $26.00 per hour.

Benefits

• Medical, Dental, Vision, Life, Short-Term Disability, and Voluntary Long-Term Disability benefits
• Paid holidays, vacation, sick, and personal days per NCS Pearson policies
• 401(k) Retirement Plan with employer match
• Employee Stock Purchase Plan (bi-annual enrollment)
• Tuition Reimbursement
• Company-paid life insurance and business travel insurance benefits
• Benefits-eligible effective on your hire date

Schedule

• Full-time position, 35 to 40 hours per week with additional hours as needed
• Must be available to work various shifts between 7:00 AM and 9:00 PM, Monday through Saturday
• Ability to work approximately 2–3 Saturdays per month
• Availability to address operational problems when not at the test center

Responsibilities

• 60% of daily tasks (Test Administrator responsibilities):
  • Arrive on time for all scheduled shifts
  • Perform on-time site opening and closing procedures
  • Understand all testing procedures
  • Check in examinees, verify identification, and explain the exam process
  • Monitor examinees while testing
  • Maintain a secure testing environment
  • Communicate with internal technical support to investigate and fix technical issues
  • Strictly adhere to company policies using careful judgment
  • Maintain a professional and clean testing center with light housekeeping duties
  • Other duties as assigned
• 40% of daily tasks (Test Center Manager responsibilities):
  • Onsite manager of a small team of Test Administrator employees
  • Site staffing, hiring, retention, conflict resolution, and scheduling
  • Train, develop, and coach staff
  • First contact for facility issues
  • Ability to multi-task

Requirements

• Minimum of one year customer service experience preferred
• One year supervision experience in customer service preferred
• High school diploma or equivalent is required
• Bachelor's degree or equivalent business experience preferred
• Team leading and training skills, and exposure to a testing environment are strongly preferred
• Strong communication and customer service skills, delivered with focused attentiveness and moderate interaction
• Must be flexible in work hours and days
• Ability to complete all tasks in a timely and efficient manner and handle a reasonable amount of stress
• Intermediate experience in Microsoft Office Suite, Windows applications, Internet, and email
• Ability to operate a computer and telephone
• Must be able to work in a quiet, focused environment and hear words spoken in soft voices
• Ability to lift up to 20 lbs on occasion
• Must have the ability to stand for extended periods while escorting candidates (up to 50-100 times per shift)
• Must have the ability to sit for long periods of time
• Must be able to bend, stoop, and lift from a stooped position
• Must be able to see small details at a distance
• Ability to see names clearly on ID cards and the computer screen