Remote Operations Team Leader

Summary

Join our dynamic team as an Online Proctored Examinations Team Leader, responsible for monitoring exam operations, supervising a team of online proctoring agents, and ensuring high-quality customer interactions. The ideal candidate will have experience in customer service or certification fields, excellent communication skills, and the ability to work in a fast-paced environment.

Requirements

• Bachelor’s degree in any discipline
• Post graduate degree, Research and/ or Management/Administration will be taken into consideration
• Minimum 3 years’ experience in Customer Service sector or prior working experience in the certification of persons and/or education, training and exam fields is desirable
• Excellent command of the English language (native-like or C2 level certification desired, LanguageCert C2 LTE or C2 IESOL certificate would be a plus). Additional languages will be taken into consideration
• In-depth understanding of office daily operations, proven experience in the field desired

Responsibilities

• Supervise a team of Online Proctoring (OLP) Agents
• Monitor OLP team progress and assesses performance, conducting live observations and reviewing exam sessions in accordance with the continuous performance management system and reports on metrics
• Conduct systematic performance appraisal meetings, including ad hoc training and mentoring sessions. Provides verbal feedback on the performance and conduct of OLP agents for problems that are to be addressed as they appear, and for changes to be implemented immediately
• Identify areas for improvements in performance to be addressed in coordination sessions and suggests corrective actions, such as training/re-training schemes, terminations as well as submits renewal proposals to Management
• Ensure that the working environment is secure and orderly during all shifts and is in accordance with standards set for the Online Examination Centre
• Monitor workflow and manages workload scheduling and distribution to meet emerging changes in team capacity-utilization requirements as per the OEC Management and the WFMs’ guidance
• Coordinate various aspects of all PeopleCert Online Proctored Examinations and maintains exams records in tandem with the company's standards
• Report diligently to Management and maintains OLP exams records

Benefits

• Work in an international, dynamic and fun atmosphere
• Two free vouchers for all certifications from PeopleCert's Portfolio per year for all employees
• Huge learning experience in using best practices and global environment
• Constant personal and professional development