Manager, Operations (Shift)

Job Description

About ETS ETS is a global education and talent solutions organization enabling lifelong learners worldwide to be future-ready. For more than 75 years, we've been advancing the science of measurement to build benchmarks for fair and valid skill assessment across cultures and borders. Our worldwide impact extends through our renowned assessments including TOEFL®, TOEIC®, GRE® and Praxis® tests, serving millions of learners in more than 200 countries and territories. Through strategic acquisitions, we've expanded our global capabilities: PSI strengthens our workforce assessment solutions, while Edusoft, Kira Talent, Pipplet, Vericant, and Wheebox enhance our educational technology and assessment platforms across critical markets worldwide. Through ETS Research Institute and ETS Solutions, we're partnering with educational institutions, governments, and organizations globally to promote skill proficiency, empower upward mobility, and unlock opportunities for everyone, everywhere. With offices and partners across Asia, Europe, the Middle East, Africa, and the Americas, we deliver nearly 50 million tests annually. Join us in our journey of measuring progress to power human progress worldwide. 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 Proctoring Operations Shift Manager will oversee the daily operations of their remote proctoring shift, ensuring sessions are conducted smoothly and securely. This role involves managing a team of remote proctors, monitoring exam sessions, and addressing any issues that arise during the shift, and ensuring compliance with ETS policy Team Supervision Oversee and manage the performance of proctors (Quality Invigilators) ensuring smooth operations and customer satisfaction. Conduct effective schedule planning to maximize the productivity of the team’s capability (people, technology etc.) Adhere to ethical standards and comply with the laws and regulations applicable to your job function. Quality Assurance Maintain a positive and healthy work environment providing the team with clear goals and objectives. Coach and provide training to personnel to maintain high customer service standards and continual proctor improvement. Issue Resolution: Address and resolve any technical or operational issues that arise during shifts, providing timely support to proctors and test-takers. Reporting and Feedback Evaluate performance with key metrics (volumes, accuracy, check in time, candidate wait time etc.) Prepare reports for different departments and upper management. This role is a key position within the growing ETS team. As we operate 24/7, team members will be required to work on a rotational shift. ETS will provide one-way cab service during off-hours only. Minimum Requirements 6 years’ experience. High school diploma or equivalent; Higher degree in a relevant discipline will be appreciated. Certified Call Center Manager (e.g. CCCM) or equivalent qualification is a plus. Proven experience as Shift manager or similar position. Experience in customer service is required Required Skills Must be able to work a flexible schedule. Adherence to a set process. Strong English verbal and written communication skills. Excellent Comprehension: Understanding and conveying ETS Policy and testing guidelines. Strong attention to detail and observational skills. Excellent etiquette and interpersonal skills. Knowledge of performance evaluation and customer service metrics. Solid understanding of reporting and budgeting procedures. Experience in basic financial analysis (cost-effectiveness, cost-benefit etc.) Proficient in MS Office and Mac OS equipment/software programs Excellent organizational and leadership skills with a problem-solving ability ETS is mission driven and action oriented We are passionate about hiring innovative thinkers who believe in the promise of education and lifelong learning. We are energized by cultivating growth, innovation, and continuous transformation for the next generation of rising professionals as leaders. In support of this ETS offers multiple Business Resource Groups (BRG) for you to learn and advance your career growth! As a not-for-profit organization we will encourage you to lean in to your passion for volunteering. At ETS you may qualify for up to an additional 8 hours of PTO for volunteer work on causes that are important to you! ETS is an Equal Opportunity Employer. We are committed to providing equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, marital status, veteran status, sexual orientation, gender identity, or any other characteristic protected by law. We believe in creating a work environment where all individuals are treated with respect and dignity. Show more Show less