PeopleCert is a global leader in the certification industry. We certify professionals on highly-valued methodologies and essential business skills.
The Proctoring Manager is responsible for the administration of the exams conducted through the Online Proctoring service (OLP) in a centralized exam center and for keeping up the applicable quality and integrity standards.
He / she is responsible for managing a dedicated team of exam staff including proctors, interlocutors, examiners and implementing procedures and policies, and proactively improving the 24 / 7 / 365 service.
Supervises day to day operations of the Online Proctoring Service (OLP)
Manages staff and resources effectively, delegates, aligns and distributes work efficiently to achieve goals within the set KPI standards
Ensures that OLP exams are conducted in compliance with relevant policies, regulations, guidelines and standards including security, integrity, impartiality and confidentiality
Challenges current methods of service delivery and identifies, recommends and implements improvements to ensure customers’ satisfaction
Hires, trains and develops OLP agents
Ensures that required performance targets, deadlines and standards are met and communicated within the team
Prepares and presents reports and management information relating to performance, budgets and any other aspect of the team’s work
Ensures that there is qualitative technologically efficient service for all and keeps abreast of current developments in ICT to support improvements in the delivery of exams services.
Bachelor’s degree in Business Administration or other relevant discipline
Minimum 10 years’ experience in the Customer Service sector, or in the Certification of Persons or in the Computer-based testing sector.
5+ years in a similar position in an international business environment.
Excellent command of the English Language (Level C2). Extra languages desired
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
Advanced computer literacy and strong ability to compile concise reports. ECDL Advance level certification is desirable
Effective people management and development skills gained through previous managerial experience
Prioritisation, analytical thinking, effective and timely decision-making, problem-solving and change management skills
Ability to think out of the box and connect the dots to derive the bigger picture, passion for success and drive for results.
Ability to travel to other PeopleCert locations according to business needs
Remote working location
Private medical insurance
Work in an international, dynamic and fun atmosphere among young and smart people
Huge learning experience in using best practices and cutting-edge technologies.
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