Key Responsibilities
Act as Line manager for all test centre staff regarding employee relations, training & development, absence management and performance management
Support the Regional Manager in recruitment issues and conduct staff interviews as required
Carry out 1-2-1 meetings, Performance Reviews and Development Reviews with staff as required
Maintain and update local site administration and documentation
Ensure all compliance standards relating to the test centre operation and Pearson VUE stringent security protocols are adhered to
Ensure personal responsibility for understanding and delivery of testing following updates and changes to client requirements/testing, as they occur
Create draft site staffing schedules, and collect test centre time-keeping records, for communication to the Regional Manager
Create and send other reports and information as requested by the Regional Manager
Serve as the local contact point for operations, building management, site security, deliveries, vendors, etc., and escalate issues to the Regional Manager as appropriate
Verify correct staffing levels are maintained according to plan, and notify the Regional Manager of any and all staffing issues
Oversee overall day-to-day operation of the PPC, and coordinate activities and instructions from Regional Managers and other Test Centre Management
Monitor supplies inventory, and order inventory when applicable within budget guidelines
All employees have a responsibility to cooperate in promoting and maintaining a safe and healthy working environment and to take reasonable care of their own health and safety at work and that of all other staff that may be affected by their acts or omissions. Line managers have specific responsibility for the health and safety of their direct reports and other team members for which they have general management responsibility.
All employees are also responsible for supporting and implementing the company’s policies and procedures around the Health and Safety, Security, Quality and Business Continuity arrangements that apply to their role/work function. Full details of these policies and procedures are available on SharePoint.
Key Activities
Provide a high level of customer service in the test centres at all times
Ensure candidate needs are met with understanding and respect
Maintain professional relationships with client representatives
Ensure equipment is operational and test stations are free of extraneous materials
Review transmission and error logs in locally operating software, to ensure proper functioning (including schedule download and results upload processes)
Periodic download and review of examinations and test centre schedules
Review test schedule and prepare for candidate(s), including those that may have special needs
Sign candidates in (including verification of candidate identity) according to Pearson VUE and client sign-in procedures
As required, explain the test process to candidates and deal with other queries
Understand testing needs and procedures for each client
Ensure the integrity and security of the tests are maintained and that they are supervised to the required standard
Comply with all incident reporting and escalation procedures
If applicable, print and provide post-test score reports to candidates
If applicable, schedule appointments for possible call-in and/or walk-in candidates
Communicate/work with Pearson VUE technical support staff to investigate and fix technical issues
Maintain own competencies in all of the systems and procedures and request training as necessary
Adhere to all Company policies and procedures as noted in the formal documentation; especially IT, HR and Security
Undertake all accreditations and skills checks as required by the business
Support and deliver any events and alternative test delivery processes as defined, both in permanent and temporary locations
Ensure all hours are recorded and authorised within Company guidelines
Comply with business needs on a day-to-day basis
Assist and support with business initiatives to maximise centre profitability
Perform other administrative tasks as required
Perform daily test centre opening and closing procedures
Help to ensure a clean, professional, quiet testing atmosphere in the centre
Undertake reasonable additional duties to ensure the smooth running of the test centre
Essential Experience & Qualifications
Experience in a customer-facing role
Experience in coordinating and administering activities of a team
Strong administration and reporting skills
Able to function as a representative and professional contact point for internal and external stakeholders
Exceptional customer service skills
Strong communication skills both written and verbal, in both technical and functional areas
Able to work independently as well as part of a team
Must enjoy working with people, be comfortable in a quiet environment, have effective time management skills, and be able to work effectively under pressure
Strong attention to detail and organisational skills are required
Must be Pearson VUE certified for a Testing Administrator and pass a re-certification annually to ensure that skills are kept current and problem areas identified
PC literate, comfortable with the use of a full range of Microsoft Office and Windows applications
Desirable Experience & Qualifications
Experience in a testing environment.
Required Competencies
Minimum of 1 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 are a must, 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, fax, and telephone.
Must be able to work in a quiet, focused environment and hear spoken words in soft voices.
Ability to lift up to 20 lbs on occasion. Must have the ability to stand for extended periods of time while escorting candidates back and forth, up to 50-100 times per scheduled shift, to and from the testing room. Must have the ability to sit for long periods of time. Must be able to bend, stoop & 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.
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