Operations Team Lead

2 days ago

Bengaluru, India Talview Full time

Operations Team Lead - Talview

Location: HSR Layout, Bangalore

Type: Full-Time

About Talview

Talview specializes in revolutionizing organizational interview and exam processes through its GenAI technology, emphasizing integrity, efficiency, and fairness. The platform employs advanced facial and voice recognition to ensure secure and non-intrusive remote interviewing and proctoring experiences. Recognized as the #1 rated proctoring software provider, Talview is trusted by over 220,000 experts worldwide and has assessed over 10 million candidates across 120 countries.

Job Summary

We are looking for a Team Lead to oversee our Proctoring Operations. The ideal candidate will be responsible for managing the proctoring operations across various customers, ensuring excellent service delivery, and maintaining high satisfaction levels. This is a pivotal role that requires strong leadership skills, an analytical mindset, and superb communication abilities.

Key Responsibilities

Team Leadership

  • Supervise and lead a team of proctors
  • Provide guidance, coaching, and performance feedback to team members
  • Foster a positive and collaborative team environment
  • Remain adaptable and flexible to work in shifts and respond to customer needs in a 24x7 global environment

Customer Support

  • Handle escalated customer issues and ensure prompt resolution by collaborating with various Engineering teams
  • Monitor and improve customer service metrics, including quality and satisfaction scores

Operational Management

  • Oversee the daily operations of the proctoring services, including scheduling and task assignments
  • Develop and implement processes to improve efficiency and effectiveness
  • Maintain up-to-date knowledge of product features, technical issues, and industry trends
  • Creation & maintenance of various SOPs (Product & Process) for both internal & external stakeholders

Training & Development

  • Performance management & coaching contributing to the overall development of proctors
  • Identify training needs and organize training sessions for team members

Reporting and Analysis

  • Track and report on team performance and support metrics
  • Analyze data to identify trends and areas for improvement
  • Provide regular updates and reports to internal & external stakeholders

Requirements

Desired Skills

  • Excellent verbal and written communication skills
  • Strong analytical, problem-solving, and decision-making skills
  • Effective team management and organizational skills
  • Ability to adapt to a rapidly changing work environment and technologies
  • Intermediate level knowledge in Microsoft Office products is preferred

Experience

  • Minimum of 3 years of relevant work experience
  • Minimum 2 years of experience as a Team Lead
  • Prior experience in a technical support/service desk role is advantageous
  • Experience managing operations and working in a B2C 24x7 global environment is desirable

Educational Qualifications

  • Bachelor's degree in a relevant field

Why Join Talview?

At Talview, we are passionate about what we do and strive for excellence as individuals and as a team. We offer a dynamic work environment where respect, merit, and freedom of thought are valued. If you are eager to advance your career and contribute to a company that makes a global impact, we would love to hear from you.

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