Online Exams & Customer Experience (OECX) Team Leader

Ready to drive seamless operations and deliver outstanding service to our customers? 🚀

We are currently looking for an Online Exams & Customer Experience (OECX) Team Leader to join our team in Athens, Greece and provide top-tier support while ensuring exam integrity.

As a key part of our agile team, you'll enhance the efficiency and excellence of PeopleCert’s global certification services.

Join us and make an impact!

As an Online Exams & Customer Experience Team Leader your tasks will include the following:

• Supervise and support a team of OECX Assistants responsible for handling customer queries and Invigilating exams.
• Monitor daily performance and adherence to KPIs, ensuring quality, consistency, and compliance with departmental goals.
• Provide targeted coaching based on individual and team training needs, with a focus on operational excellence and service improvement.
• Set performance goals, monitor progress, and report on team achievements to management.
• Ensure timely and effective resolution of customer enquiries and complaints in accordance with PeopleCert’s service standards.
• Follow-up on customer dissatisfaction or negative feedback captured through (CSAT) surveys.
• Identify skill or knowledge gaps and coordinate additional training for OECX Assistants to maintain high performance levels.
• Escalate technical issues to the IT department and ensure all team members equipment is fully operational.
• Collaborate with cross-functional teams to enhance the OLP proctoring experience for both candidates and staff.
• Promote and embody PeopleCert’s core values: Quality, Innovation, Passion, Integrity.

What we look for:

• Bachelor’s degree in any discipline
• Minimum of 1 year working experience in a managerial postition in Customer Service or Online Proctoring functions.
• Advanced written and spoken English (C2 level certification desired, LANGUAGECERT C2 LTE or C2 IESOL certificate would be a plus).
• Advanced computer literacy is required. ECDL Advanced level certification is desirable.
• Excellent communication, organization, and leadership skills
• Well organized, self-driven, flexible and able to work in a high-volume, fast-paced, and deadline-driven environment.
• Availability for working in shifts during business days.
• Ability to work flexible, rotating shifts (including nights/weekends).

What we offer:

• Monthly Bonus upon Performance 💳
• Work in an international, dynamic and fun atmosphere
• Two free vouchers for all certifications from PeopleCert's Portfolio per year for all employees 🎓
• Complimentary coffee and tea in all our premises ☕
• Huge learning experience in using best practices and global environment
• Constant personal and professional development 🥇

Working on Home Office (HO) Secure English Language Tests (SELTs)

Any person who is engaged by PeopleCert to work on the SELT service must undergo a Background Check prior to commencing their SELT duties. All SELT personnel will be required to complete a declaration (provided by PeopleCert) where the existence of any criminal record and/or bankruptcy must be declared.

• If working on the SELT service in the UK, background checks will include:
• A basic or enhanced Disclosure Barring Service (DBS) check
• Right to Work in the UK check (including nationality, identity and place of residence)
• HO security check (Baseline Personnel Security Standard (BPSS) or Counter Terrorist Check (CTC)
• Financial background check
• Employment reference check
• If working on the SELT service anywhere in the world (outside of the UK) personnel will undergo background checks that are equivalent to those stated for the UK.

All applications will be treated with strict confidentiality.