Team Leader - Operations

TEAM LEAD – PROCTORING OPERATIONS

Location: HSR Layout, Bengaluru (On-site, Full-time)

Experience: 2–3 years

Reports to: Senior Team Lead

Shifts: 24/7, Rotational

Salary: ₹7,00,000 per annum

ABOUT THE ROLE

Talview, the #1 rated proctoring software provider and a G2 Leader, combines AI proctoring, including its AI proctor, Alvy, with live and record-and-review proctoring to run fair and secure exams for 10 million+ candidates across 120+ countries.

As a Team Lead, you will lead and develop a team of proctors and own day-to-day operations, including staffing, leaves, quality, SLAs, KPIs, and SOPs. You will be the first point of escalation during your shift and work closely with the Senior Team Lead in a 24/7 operational environment.

WHAT YOU WILL DO

1. Team Development and Leadership

• Lead, motivate, and develop proctors through clear goals, one-on-ones, audit feedback, and performance plans where needed.
• Coach team members to support their growth and keep attrition and absenteeism low.

2. Daily Operations and Workforce Management

• Plan rosters and staffing against exam schedules and manage leaves to ensure coverage is never compromised.
• Drive peak-day readiness and ensure clean shift handovers with all open issues properly logged.
• Handle escalations from proctors, candidates, and customers, working closely with Support and Engineering teams.

3. Quality Management

• Audit sessions, track quality scores, and review malpractice cases to protect exam integrity.
• Identify recurring errors, implement corrective actions, and conduct calibration sessions.

4. SLA and KPI Management

• Ensure SLA adherence on every shift and take immediate action on any breach.
• Track KPIs including SLA, quality, productivity, and attendance.
• Take necessary steps to improve performance and share daily, weekly, and monthly reports.

5. Process Improvement and SOPs

• Create and maintain SOPs.
• Drive process improvements that save time and improve operational accuracy.

6. Training

• Identify training needs and train proctors on processes, product updates, and customer requirements as and when required.

MUST-HAVE REQUIREMENTS

• 2–3 years of experience in operations, customer support, technical support, service desk, or BPO.
• Team handling experience, along with prior experience handling customers and escalations.
• Flexibility to work any 24/7 shift slot, including weekends and public holidays.
• Excellent written and spoken communication skills.
• Strong analytical skills and the ability to learn quickly.
• Working knowledge of Microsoft Excel or Google Sheets.
• Bachelor's degree in any discipline.

GOOD TO HAVE

• Experience working with AI tools or LLM models.
• Experience with online proctoring or assessment platforms.
• Experience writing SOPs, delivering training, or using quality frameworks such as audits, calibration, and root-cause analysis.

WHY JOIN TALVIEW?

• Lead a team that protects the fairness of exams and hiring worldwide.
• Work hands-on with GenAI proctoring and help shape the product.
• Build a clear growth path toward Senior Team Lead and operations management.