Operations Team Leader (Online Proctoring Team Leader)

Are you interested in working with a leading education technology player, the global leader in the assessment and certification of professional skills industry with presence in more than 200 countries worldwide? If so, this is the chance to apply now! 📥

PeopleCert is looking for an Online Proctored Examinations Team Leader who will be primarily responsible for the overall monitoring of all PeopleCert Online Proctored Exam related operations, as well as for the supervision and co-ordination of the Online Proctoring Team. The OLP Team Leader ensures that the team delivers the highest standards of services to customers, assures a flawless exam experience, as well as performs a variety of administrative tasks pertaining to the day-to-day work of the department in relation to PeopleCert Online Proctored Examinations.

The Online Test Center operates 24/7/365. 

As an Operations Team Leader (Online Speaking Examinations) your tasks will include the following:

• 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. Recognizes and reinforces robust performance, and identifies and encourages improvements where needed. Code of conduct issues that are to be identified and dealt with at an early stage during face-to-face meetings, addressing strengths/ areas for improvement
• 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
• Have an in-depth understanding of OLP related processes, is quality oriented and adept at crisis management and has a thorough understanding of reporting processes
• Collaborate with the Operations Training team in training material development and implements, coordinates, and monitors the induction and post induction process.
• Ensure consistency across the new-hire OLP agents' training program
• Conduct thorough investigations and cross-checks information in case of incidents or complaints to create valid daily reports and escalates OLP Exam related issues to the Management
• Liaise with departmental & cross departmental teams, and organize team meetings on a regular basis
• Attend PeopleCert’s training and development programs, as required
• Facilitate and expedite the resolution of customer/partners problems and complaints, functionally escalating them to OEC managementin order to ensure that customer/partners enquiries & complaints are dealt with in accordance with the performance and service standards as laid down by PeopleCert Plays a pivotal role in efficiently handling incoming calls, chats, and emails, ensuring high-quality customer interactions.
• Hold primary responsibility for the complaint handling processes. Demonstrates overall accountability, actively engaging in investigating and reporting as well as resolving customer issues setting a high standard for ownership and accountability within the team.
• Ensure the effective operation of information and communications technology systems and escalates all technical issues to the ICT department
• Carry out any reasonably allocated duties and tasks, relevant to the role and the scope of activities by applying a flexible & adaptable customer centric approach to serve PeopleCert’s multinational presence and global operations across multiple time zones
• Adhere to and implements the procedures, policies and work instructions as per thePeopleCert’s Integrated Management System

What we look for:

• 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
• Experience in leading training sessions and technical experience to coordinate the implementation of training schedules, outlines and plans will be taken into consideration
• Excellent people and management skills to interact with colleagues, cross-functional
• Very good written communication skills
• Well organized, self-driven, flexible and able to work in a high-volume, fast-paced, and deadline-driven environment
• Prioritization and project management skills and ability to handle multiple projects and activities simultaneously
• Analytical thinking and decision-making skills
• Advanced computer literacy is required. ECDL Advanced level certification is desirable. Working knowledge of Windows and Mac operating systems and familiarity with online communication platforms and data management systems
• Availability to work in 24/7 rotating shifts (including some nightshifts on a monthly basis, weekends and holidays)

What we offer:

• 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
• 100% Virtual Hiring Process

If you want to become a member of our international, dynamic and agile team that creates world leading software products, then we should certainly like to hear from you!

About PeopleCert

PeopleCert is a global leader in assessment and certification of professional skills, partnering with multi-national organizations and government bodies for the development & delivery of standardized exams. Delivering exams across 200 countries and in 25 languages over its state-of-the-art assessment technology, PeopleCert enables professionals to boost their careers and realize their life ambitions.

Quality, Innovation, Passion, Integrity are the core values which guide everything we do.

Our offices in UK, Greece, and Cyprus boast a culture of diversity, where everyone is different, yet everyone fits in. All of us at PeopleCert are committed to the reflection of the diversity and inclusion of our customers and the communities in which we do business.

Working on Home Office (HO) Secure English Language Tests (SELTs)

Any person who is engaged by PeopleCert to work on the SELT service must undergo a Background Check (the results of which must be acceptable to PeopleCert and the HO) prior to commencing their SELT duties. All SELT personnel will be required to complete a declaration (provided by PeopleCert) where the existence of any criminal record and/or bankruptcy must be declared.

If working on the SELT service in the UK, background checks will include:

• A basic or enhanced Disclosure Barring Service (DBS) check

• Right to Work in the UK check (including nationality, identity and place of residence)

• HO security check (Baseline Personnel Security Standard (BPSS) or Counter Terrorist Check (CTC)

• Financial background check

• Employment reference check.

• If working on the SELT service anywhere in the world (outside of the UK) personnel will undergo background checks that are equivalent to those stated for the UK.

In addition, if personnel are required to speak to SELT candidates they must be appropriately skilled in English language and, where SELT services are provided anywhere in the world (outside of the UK), the official language of the relevant country.

All applications will be treated with strict confidentiality.