Lead High-Stakes Operations in a Secure Testing Environment
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.
What You'll Own
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
In this role, you will actively manage both real-time operations and team performance:
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
What We're Looking For
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
Why Join Us
We are a growing, privately owned organization focused on test integrity, operational excellence, and developing strong leaders. This role offers the opportunity to take ownership of a critical function and make a measurable impact on both team performance and customer experience.