Job Information
PSI Services Operations Manager Online Assessments in Helena, Montana
Description
Title: Manager, Online Assessments
Location: US-Remote
Salary: $90K
About PSI
We are PSI Services. We power world leading tests. Delivered with trusted science and the very best test taker experience. PSI supports test-takers on their journey to pursuing dreams and gaining certifications that are important to them. They believe that their dreams are worth working for; that their dreams are worth the effort. And we believe that too. This is our core purpose, to empower people to achieve their dreams. We do this by being the best provider of workforce solutions, which foster both technology and science to deliver the best solutions for our test takers.
We are searching for top talent to join our PSI team and help grow our products and services. We have a creative, supportive and inclusive culture where we empower people in their careers to be their authentic self and make the most of their great talent.
At PSI, we are committed to helping people meet their potential and we believe that promoting diversity, equity and inclusion is critical to our success. That’s why you’ll find these ideals are intrinsic to our company culture and applied throughout the employee lifecycle.
Learn more about what we do at: https://www.psiexams.com/
About Role
The Manager, Online Assessments is responsible for the efficient coordination of PSI’s online proctoring operations around the globe. They are first contact for escalated issues, they monitor online proctor performance, assist in answering and responding to questions, and review online proctor activities to develop action plans related to increasing and refining the skill level of remote proctors.
To serve customers and online exam-takers effectively, the team must have a flexible approach to working hours and arrangements. The role will require availability to align with US business hours but may include early mornings, late evenings and weekends on occasion (work schedule will be modified accordingly where adjustments are warranted).
Role Responsibilities
· Works closely with BPO Vendor to monitor and maintain KPI’s across assigned LOB’s.
· Leads staff with strong knowledge of technology and process for both internal and external decision points of impact.
· Works closely with quality and training to ensure alignment with PSI and industry.
· Provide weekly and monthly reports on assigned LOB’s.
· Gain industry specific knowledge associated with online testing to continue to advance operational process efficiency and security.
· Logically assess time sensitive decision needs and prioritize accordingly.
· Project manage internal initiatives and assign responsibilities out as needed.
· Work with a high level of ethical responsibility due to the nature of testing equitability and PII handling.
· Work and communicate effectively with various levels of management and sponsors, acting in the best interest of all parties involved.
· Creates departmental correspondence and reports and responds to customers through written communication.
Knowledge, Skills and Experience
· BPO Vendor experience, strongly preferred.
· Experience working with a global team, strongly preferred.
· High school diploma plus relevant work experience, bachelor’s degree is preferred.
· Online proctoring experience or experience in a testing industry, preferred.
· Technical support and/or call center experience, preferred.
· Project management and multi-tasking experience is desirable.
· Skills in Microsoft Office and Atlassian software are desirable.
Benefits & Culture
At PSI, our culture is to be transparent and fair. That’s why all of our roles have been benchmarked at a competitive rate against the local market they are based in. To be transparent all of our adverts now include the salary so you can see if we align with your expectations when looking for your next role.
In addition to a competitive salary, we offer a comprehensive benefits package and supportive culture when you join us. This includes:
401k/Pension/Retirement Plan – with country specific employer %
Enhanced PTO/Annual Leave
Medical insurance – country specific
Dental, Vision, Life and Short Term Disability for US
Flexible Spending Accounts – for the US
Medical Cashback plan covering vision, dental and income protection for UK
Employee Assistance Programme
Commitment and understanding of work/life balance
Dedicated DE&I group that drive core people initiatives
A culture of embracing wellness, including regular global initiatives
Access to supportive and professional mechanisms to help you plan for your future
Volunteer Day and a culture of giving back to our community and industry through volunteering opportunities
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)