[Hiring] Testing Operations Supervisor @Prov Inc

Role Description

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.

• 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

• 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

Qualifications

• 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

Benefits

• Opportunity to take ownership of a critical function
• Make a measurable impact on both team performance and customer experience