Operations Team Leader

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! 📥

PeopleCert is looking for an Online Speaking Examinations Team Leader who will oversee LanguageCert Online Speaking Exam operations. The ONSE TL assures a flawless exam experience, as well as performs a variety of administrative tasks pertaining to the day-to-day work of the department in relation to LanguageCert Speaking Qualifications. 

The Online Test Center operates 24/7/365. 

As an Operations Team Leader (Online Speaking Examinations) your tasks will include the following:

• Supervise Online Speaking Examiners and monitor their performance in accordance with PeopleCert’s Performance Management System and departmental processes
• Conduct performance appraisal meetings, training sessions, and mentoring in line with PeopleCert policies and departmental procedures
• Identify areas for improvement, suggest and coordinates corrective actions
• Maintain a secure and orderly working environment in the Online Test Center
• Monitor workflow and manages workload scheduling and distribution based on team capacity-utilization requirements 
• Deliver training on language skills assessment using LanguageCert's mark schemes to ensure assessments are marked fairly and consistently against LanguageCert’s assessment criteria and standards
• Attend LanguageCert’s training and standardization programs, as required

• Is quality orientated and carries out crisis management effectively and efficiently
• Coordinate various aspects of LanguageCert Speaking Examinations and maintains exams records in tandem with the company's standards 
• Monitor workload efficiency 
• Monitor and manages team progress and liaises with other departments as needed. 
• Facilitate and expedite the resolution of customer problems and complaints in order to ensure that customer enquiries & complaints are dealt with in accordance with the performance and service standards as laid down by PeopleCert . 
• Ensure high-quality customer interactions in calls, chats, and emails and handles the complaint handling process for OTC demonstrating overall accountability. 
• Ensure the effective operation of information and communications technology systems and escalates all technical issues to the Technology department as needed. 
• Ensure remote work arrangements, where applicable align with LanguageCert’s criteria and processes. 
• Follow the provisions of collective agreements and LanguageCert policies and shares in the responsibility, mutual accountability and commitment. 
• Perform allocated duties flexibly to support PeopleCert’s multinational presence and global operations. 
• Adhere to and implements the procedures, policies and work instructions as per PeopleCert’s Integrated Management System. 

What we look for:

• Bachelor’s degree in Education (Linguistics, English Language or similar). 
• Post graduate degree, Research and/ or Management/Administration will be taken into consideration. 

• Minimum 4 years’ full-time experience in Education/ Education Management desired. 
• Prior experience in certification/training and exam fields is desirable. 
• Experience in English language assessment. 
• Experience in leading training sessions and coordinating training schedules. 
• Excellent command of the English language (native-like or C2 level certification desired, LanguageCert C2 LTE or C2 IESOL certificate would be a plus). 
• Advanced computer literacy is required. ECDL Advanced level certification is desirable. 
• Very good written communication skills. 
• Well-organized, self-driven, and able to work in a fast-paced environment. 
• Prioritization and project management skills and ability to handle multiple projects and activities simultaneously. 
• Analytical thinking and decision-making skills. 
• Availability to work in 24/7 rotating shifts (including nights, weekends, and holidays)

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
• 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.