Shift Manager

ETS; Delhi; On-site; INR 1,200,000 - 2,000,000; Full time

Job summary

ETS seeks a Proctoring Operations Shift Manager to lead daily operations for remote testing sessions. You will manage a team of remote proctors, ensure sessions run smoothly, and resolve issues with care and efficiency, upholding ETS’s standards for quality, security, and service.

You’ll coach your team, monitor performance metrics, and prepare reports for leadership and cross-functional teams, driving improvements in testing experiences while working flexible shifts including evenings and

Qualifications

• Bachelor's degree completed.
• 6+ years of customer service and shift management experience.
• Certified Call Center Manager (CCCM) is a plus.

Responsibilities

• Supervise and support a team of remote proctors.
• Plan schedules to optimize team productivity and resources.
• Coach team members to uphold service standards.
• Monitor sessions for quality and compliance with ETS policies.
• Prepare leadership reports and share insights.

Skills

Strong communication

Attention to detail

Structured processes

Performance metrics

Customer service standards

Financial analysis basics

Leadership

Shift flexibility

Education

Bachelor's degree

CCCM or similar credential (bonus)

Tools

MS Office

Mac OS

Job description

About ETS

ETS is a global education and talent solutions organization enabling lifelong learners worldwide to be future-ready. For more than 75 years, we've been advancing the science of measurement to build benchmarks for fair and valid skill assessment across cultures and borders. Our worldwide impact extends through our renowned assessments including TOEFL®, TOEIC®, GRE® and Praxis® tests, serving millions of learners in more than 200 countries and territories. Through strategic acquisitions, we've expanded our global capabilities: PSI strengthens our workforce assessment solutions, while Edusoft, Kira Talent, Pipplet, Vericant, and Wheebox enhance our educational technology and assessment platforms across critical markets worldwide.

Through ETS Research Institute and ETS Solutions, we're partnering with educational institutions, governments, and organizations globally to promote skill proficiency, empower upward mobility, and unlock opportunities for everyone, everywhere. With offices and partners across Asia, Europe, the Middle East, Africa, and the Americas, we deliver nearly 50 million tests annually. Join us in our journey of measuring progress to power human progress worldwide.

Proctoring Operations Shift Manager — Ensuring secure, seamless testing experiences—one shift at a time

The Role

We’re looking for a Proctoring Operations Shift Manager to lead daily operations for our remote testing sessions. You’ll manage a team of remote proctors (Quality Invigilators), ensure sessions run smoothly, and resolve issues with care and efficiency. Your leadership will help maintain the integrity of our assessments and deliver a positive experience for every test taker. This role blends operational oversight with people management. You’ll coach your team, monitor performance, and uphold ETS’s standards for quality, security, and service.

What You’ll Do

Team Leadership

• Supervise and support a team of remote proctors
• Plan schedules to optimize team productivity and technology resources
• Foster a positive work environment with clear goals and expectations
• Coach team members to uphold high service standards

Quality & Compliance

• Ensure all sessions follow ETS policies and testing guidelines
• Monitor exam activity and maintain a secure testing environment
• Track performance metrics like check-in times, wait times, and accuracy

Issue Resolution

• Respond quickly to technical or operational issues during shifts
• Provide timely support to proctors and test takers

Reporting & Insights

• Prepare reports for leadership and cross-functional teams
• Share feedback and insights to improve operations

What You Bring

• Strong communication skills in English—both written and verbal
• Excellent attention to detail and situational awareness
• Ability to follow structured processes and adapt when needed
• Experience with performance metrics and customer service standards
• Solid understanding of reporting, budgeting, and basic financial analysis
• Proficiency in MS Office and Mac OS platforms
• Strong leadership, organization, and problem‑solving skills
• Flexibility to work varied shifts, including evenings and weekends

Education & Experience

• Bachelor's degree
• 6+ years of experience, including customer service and shift management
• Certified Call Center Manager (CCCM) or similar credential is a plus

Why ETS

We’re a mission-driven organization that values integrity, inclusion, and innovation. At ETS, your work helps people reach their full potential—and we support you in reaching yours. Join us to lead with purpose and help shape the future of secure, accessible testing.

ETS is mission driven and action oriented

• We are passionate about hiring innovative thinkers who believe in the promise of education and lifelong learning.
• We are energized by cultivating growth, innovation, and continuous transformation for the next generation of rising professionals as leaders. In support of this ETS offers multiple Business Resource Groups (BRG) for you to learn and advance your career growth!
• As a not-for-profit organization we will encourage you to lean in to your passion for volunteering. At ETS you may qualify for up to an additional 8 hours of PTO for volunteer work on causes that are important to you!

ETS is an Equal Opportunity Employer. We are committed to providing equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, marital status, veteran status, sexual orientation, gender identity, or any other characteristic protected by law. We believe in creating a work environment where all individuals are treated with respect and dignity.