Operations Manager

2 weeks ago

Mysore division, India ETS Full time

About ETS:

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. Our portfolio consists of some of the world’s most trusted assessments - including the TOEFL® and TOEIC® exams, the GRE® and the Praxis® family of assessments - along with research, development and innovation that explores new frontiers in learning and measurement. Our educational measurement solutions and research contribute to the development of new methods and tools, inform important dialogue with education policymakers, and shed light on critical issues and potential solutions - all with the aim of creating a world where all learners are able to improve their lives through education.


Role Overview:

Proctoring Executive would be involved in managing ETS Proctors shift wise.


Roles & Responsibilities:

  • Develop objectives for the ETS call center’s day-to-day activities.
  • Conduct effective resource planning to maximize the productivity of resources (people, technology etc.)
  • Collect and analyze call-center statistics (sales rates, costs, customer service metrics etc.)
  • Assume responsibility of budgeting and tracking expenses
  • Hire, coach and provide training to personnel to maintain high customer service standards.
  • Monitor and improve ordering, telephone handling and other procedures.
  • Evaluate performance with key metrics (accuracy, call-waiting time etc.)
  • Prepare reports for different departments or upper management.


Desired Skillset:

  • Proven experience as Shift manager or similar position.
  • Adherence to a set process.
  • Problem Solving Skills within TAT.
  • Experience in customer service is required.
  • 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 call center equipment/software programs
  • Outstanding communication and interpersonal skills
  • Excellent organizational and leadership skills with a problem-solving ability
  • Positive and patient
  • 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.
  • Communication Skills
  • Team Building
  • Multi-Tasking
  • Ethical


Required Experience:

  • Previous experience of proctoring exams
  • Bachelor’s degree in marketing, Business or Communications preferred.
  • 6+ years’ experience in telemarketing or an outbound call center environment
  • Worked at the service desk or technical support of an organization.
  • Worked in a 24x7 global environment.
  • Experience in a B2C organization is good to have.
  • Familiarity with telemarketing software systems (Five9 preferred)
  • Excellent communication, management, interpersonal and leadership skills required.
  • Advanced conflict resolution skills required.
  • Ability to work overtime as necessary to meet quotas and guide team.

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