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Testing Operations Supervisor
Location
United States
Posted
85 days ago
Salary
$25 - $30 / hour
Seniority
Mid Level
No structured requirement data.
Job Description
Testing Operations Supervisor
Prov Inc
Role Description We are seeking a Supervisor to lead operations supporting remote testing for professionals pursuing licensure. This role is responsible for maintaining test integrity, operational flow, and team performance in a fast-paced, compliance-driven environment. This is not a passive leadership role; you will be actively engaged in operations, decision-making, and team accountability throughout your shift. - Oversee real-time proctoring and onboarding operations - Ensure strict adherence to test security and compliance standards - Monitor workflow and adjust staffing or assignments as needed - Address performance, attendance, and behavioral concerns - Lead coaching conversations and corrective action processes - Partner cross-functionally to maintain service levels and operational efficiency - Escalate operational risks and personnel concerns to management Day in the Life - Oversee the flow of remote testing, including assigning sessions, monitoring activity, identifying red flags, and adjusting seat availability as needed - Troubleshoot technical and candidate issues, including handling escalated calls and resolving complex testing concerns - Support exam operations by managing scheduling, adding eligibilities, scoring exams, and canceling or rescheduling sessions that fail to launch - Lead team performance through one-on-one coaching, corrective actions, and follow-up communication - Manage workforce operations, including preparing schedules, reviewing time punches, and approving or denying time-off requests - Support hiring and onboarding efforts, including interviewing candidates - Ensure onboarding agents (OBAs) and team members support customer service demand, and step in to assist with calls, emails, or SMS as needed Top Priorities in the First 90 Days - Build relationships and establish trust with each team member to understand strengths, challenges, and team dynamics - Develop a strong working knowledge of systems, client requirements, and internal procedures to ensure accurate and compliant operations - Stabilize and strengthen team culture by reinforcing expectations, improving consistency, and promoting a positive, accountable work environment Schedule & Expectations - Shift: 1:30 PM – 10:00 PM MT - Flexibility required to support business needs - Overtime may be required during staffing gaps or peak demand Qualifications - Minimum of 2 years of prior supervisory experience required - Experience in operations, call center, or testing environments strongly preferred - Technically savvy with strong troubleshooting skills, able to support remote test takers by resolving common system, connectivity, and platform issues in real time - Ability to manage performance and hold team members accountable - Strong judgment in high-pressure, real-time environments - Comfortable working within strict compliance and security protocols - Proven ability to identify problems and implement solutions Compensation $25.00 – $30.00 per hour, based on experience Benefits - Opportunity to take ownership of a critical function - Make a measurable impact on both team performance and customer experience
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