Proctor Team Lead

About Us

ETS is a global education and talent solutions organization, enabling lifelong learners to be future ready. We advance the science of measurement to build the benchmarks for fair and valid skill assessment. We are committed to powering human progress by promoting skill proficiency, empowering upward mobility, and unlocking more opportunities for everyone, everywhere. For more than 70 years, we have developed products and services based on rigorous research and our belief in the power of learning.

PSI Services powers world leading tests. Delivered with trusted science and the very best test taker experience. PSI supports test-takers on their journey to pursuing dreams and gaining certifications that are important to them. They believe that their dreams are worth working for; that their dreams are worth the effort. And we believe that too. This is our core purpose, to empower people to achieve their dreams. We do this by being the best provider of workforce solutions, which foster both technology and science to deliver the best solutions for our test takers.

We are searching for top talent to join our PSI team and help grow our products and services. We have a creative, supportive, and inclusive culture where we empower people in their careers to be their authentic self and make the most of their great talent.

At PSI, we are committed to helping people meet their potential and we believe that promoting diversity, equity and inclusion is critical to our success. That’s why you’ll find these ideals are intrinsic to our company culture and applied throughout the employee lifecycle. Learn more about what we do at: https://www.psiexams.com/ (ETS owned company – https://www.ets.org/)

About The Role

As a team lead you will be leading a team of Live Online proctors who are responsible for Adhering live examination from various schools, clients and organizations with high regard to the exam integrity and identity verification, eligibility verification, and test environment securities.

Responsibilities

You will be primarily responsible for coaching, training, and mentoring team members to optimize their performance and enhance customer experience throughout the exam process while focusing on process security and integrity. In the role you will:

• Build strong, trusting relationships within the team to enable a high performing team culture aligned to living our values.
• Provide clarity on performance, behavioral goals and expectations to your team to ensure that they can deliver against candidate experience, volume and quality targets.
• Actively maintain a talent pipeline for the team to ensure that workforce strategy objectives are achieved by guiding new employees and monitoring performance.
• Participate in the development, implementation, and updates of proctor agent training.
• Work closely with other managers and staff to assess and meet overall departmental goals.
• Coordinate work and vacation schedules of team members. Ensure proctoring service is delivered with highest quality while maintaining security and integrity of the service standards.
• Provide regular data driven input into business plan, goals and measures to improve efficiency, effectiveness and customer satisfaction.
• Identify opportunities to innovate and create new business operations practices/approaches to improve efficiency and effectiveness.
• Adhere to ethical standards and comply with the laws and regulations applicable to your job function.
• 5+ years of related experience?
• Bachelor’s Degree or equivalent experience?
• Experience showcasing managed a team with at least 15+ FTE?
• Ability to logically assess difficult situations in a timely manner keeping in mind fairness between candidate and employee policies and procedures.??
• Technical savvy to multi-task and navigate through multiple computer systems and applications, simultaneously, with speed and accuracy.?
• Strong written and communication skills to be able to converse effectively and naturally?
• Meet English language proficiency at a minimum level of IELTS band 6.5 or equivalent internationally recognized qualification.?
• Flexibility to work in US hours?.
• Proven record to meet team’s performance goals and metrics while maintaining high team morale.?