Test Centre Operations Manager

1 week ago

Amman, Amman, Jordan Pearson Full time
Job Summary

We are seeking a highly skilled and experienced Test Centre Manager to join our team at Pearson VUE. As a Test Centre Manager, you will be responsible for the day-to-day operation of our test centre, ensuring that all activities are carried out in accordance with our policies and procedures.

Key Responsibilities
  • Line Management: Act as Line manager for all test centre staff regarding employee relations, training & development, absence management, and performance management.
  • Recruitment Support: Support the Regional Manager in recruitment issues and conduct staff interviews as required.
  • Performance Reviews: Carry out 1-2-1 meetings, Performance Reviews, and Development Reviews with staff as required.
  • Site Administration: Maintain and update local site administration and documentation.
  • Compliance: Ensure all compliance standards relating to the test centre operation and Pearson VUE stringent security protocols are adhered to.
  • Testing Operations: Ensure personal responsibility for understanding and delivery of testing following updates and changes to client requirements/testing, as they occur.
  • Reporting: Create draft site staffing schedules, and collect test centre time-keeping records, for communication to the Regional Manager.
  • Communication: Create and send other reports and information as requested by the Regional Manager.
  • Site Operations: Serve as the local contact point for operations, building management, site security, deliveries, vendors, etc., and escalate issues to the Regional Manager as appropriate.
  • Staffing: Verify correct staffing levels are maintained according to plan, and notify the Regional Manager of any and all staffing issues.
  • Centre Operations: Oversee overall day-to-day operation of the PPC, and coordinate activities and instructions from Regional Managers and other Test Centre Management.
  • Inventory Management: Monitor supplies inventory, and order inventory when applicable within budget guidelines.
  • Health and Safety: 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.
  • Company Policies: 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
  • Customer Service: Provide a high level of customer service in the test centres at all times.
  • Candidate Support: Ensure candidate needs are met with understanding and respect.
  • Client Relationships: Maintain professional relationships with client representatives.
  • Test Centre Operations: Ensure equipment is operational and test stations are free of extraneous materials.
  • Technical Support: Review transmission and error logs in locally operating software, to ensure proper functioning (including schedule download and results upload processes).
  • Examination Management: Periodic download and review of examinations and test centre schedules.
  • Test Preparation: Review test schedule and prepare for candidate(s), including those that may have special needs.
  • Candidate Sign-in: Sign candidates in (including verification of candidate identity) according to Pearson VUE and client sign-in procedures.
  • Candidate Support: As required, explain the test process to candidates and deal with other queries.
  • Testing Knowledge: Understand testing needs and procedures for each client.
  • Test Integrity: Ensure the integrity and security of the tests are maintained and that they are supervised to the required standard.
  • Incident Reporting: Comply with all incident reporting and escalation procedures.
  • Score Reports: If applicable, print and provide post-test score reports to candidates.
  • Appointments: If applicable, schedule appointments for possible call-in and/or walk-in candidates.
  • Technical Support: Communicate/work with Pearson VUE technical support staff to investigate and fix technical issues.
  • Competency Maintenance: Maintain own competencies in all of the systems and procedures and request training as necessary.
  • Company Policies: Adhere to all Company policies and procedures as noted in the formal documentation; especially IT, HR and Security.
  • Accreditation: Undertake all accreditations and skills checks as required by the business.
  • Events and Alternative Test Delivery: Support and deliver any events and alternative test delivery processes as defined, both in permanent and temporary locations.
  • Hours Recording: Ensure all hours are recorded and authorised within Company guidelines.
  • Business Needs: Comply with business needs on a day-to-day basis.
  • Centre Profitability: Assist and support with business initiatives to maximise centre profitability.
  • Administrative Tasks: Perform other administrative tasks as required.
  • Test Centre Operations: Perform daily test centre opening and closing procedures.
  • Centre Environment: Help to ensure a clean, professional, quiet testing atmosphere in the centre.
  • Additional Duties: Undertake reasonable additional duties to ensure the smooth running of the test centre.
Essential Experience & Qualifications
  • Customer-Facing Experience: Experience in a customer-facing role.
  • Team Coordination: Experience in coordinating and administering activities of a team.
  • Administration and Reporting: Strong administration and reporting skills.
  • Communication: Able to function as a representative and professional contact point for internal and external stakeholders.
  • Customer Service: Exceptional customer service skills.
  • Communication: Strong communication skills both written and verbal, in both technical and functional areas.
  • Teamwork: Able to work independently as well as part of a team.
  • People Skills: Must enjoy working with people, be comfortable in a quiet environment, have effective time management skills, and be able to work effectively under pressure.
  • Attention to Detail: Strong attention to detail and organisational skills are required.
  • Certification: 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.
  • IT Skills: PC literate, comfortable with the use of a full range of Microsoft Office and Windows applications.

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