Supervisor - Testing Operations Supervisor
$25.00 to $30.00/hour | Full-Time | 1:30 PM - 10:00 PM MT
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.