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! 📥

The Proctoring Team Leader is responsible for the organization and co-ordination of the day2day work of Online Proctor Team to deliver the highest standards of services to customers and assures a flawless exam experience.

The Online Exams Department operates 24/7/365.

As a Proctoring Team Leader, your tasks will include the following:

• Supervise a team of Senior Online Proctors and Online Proctors
• Monitor team progress and assess performance in accordance with the continuous performance management system and reports on metrics
• Conduct systematic performance appraisal meetings, including ad hoc training and mentoring sessions. Recognize and reinforce robust performance, and identify and encourage improvement where needed
• Ensure that customer enquiries & complaints are dealt with in accordance with the performance and service standards as laid down by PeopleCert
• Monitor the OLP Senior Team and OLP agents' performance conducting live observations as part of the continuous performance management system
• Provide verbal feedback on the performance and conduct of the OLP Senior team and the OLP agents for problems that are to be addressed as they appear, and for changes to be implemented immediately
• Track areas for improvement 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
• Oversee and manage the OLP Senior team's workload scheduling and distribution to meet emerging changes in team utilization requirements
• Coordinate various aspects of all PeopleCert Online Proctored Examinations and maintain exams records in tandem with the company's standards
• Reports diligently to Management and maintain OLP exams records
• Have an in-depth understanding of OLP related processes, are quality oriented and adept at crisis management and have a thorough understanding of reporting processes
• Collaborate with the Operations Training team in training material development and implement, coordinate, and monitor 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

What we look for:

• Bachelor’s degree in any discipline
• Minimum 3 years’ experience in Customer Service Sector
• Excellent command of the English language (native-like or C2 level certification desired, LanguageCert C2 LTE or C2 IESOL certificate would be a plus)
• Excellent interpersonal, verbal, and written communication skills
• Well organized, self-driven, flexible and able to work in a high-volume, fast-paced, and deadline-driven environment
• Prior working experience in the certification of persons and/or training and exam fields is desirable
• Advanced computer literacy is required. ECDL Advanced level certification is desirable.
• Availability for working in shifts during business days

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 🎓
• Complimentary coffee and tea in all our premises ☕
• 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.