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.