Team Leader - Operations & Customer Service (IELTS/Digital Exams)

Date: 11 Jun 2024 Location: Noida, South Asia, IN Company: British Council
We support peace and prosperity by building connections, understanding and trust between people in the UK and countries worldwide.

We work directly with individuals to help them gain the skills, confidence and connections to transform their lives and shape a better world in partnership with the UK. We support them to build networks and explore creative ideas, to learn English, to get a high-quality education and to gain internationally recognised qualifications.

Working with people in over 200 countries and territories, we are on the ground in more than 100 countries. In 2021-22 we reached 650 million people.

Job Title: Team Leader - Operations & Customer

Purpose of job:

To deliver optimum floor support by mentoring/ coaching & guiding team members & take ownership in delivering excellent Customer experience. This role will be responsible for supervising, planning, and managing functions concerned to greeting and proctoring operations. An important part of the role is to support the operations leadership team in delivering the effective and efficient services.

Main opportunities/challenges for this role

Accountabilities, responsibilities and main duties:

Leadership

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  Should be able pre-empt problems and identify solutions with logical analysis.
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  Should have a flair for achieving organisation goals and driving Continual Improvement projects

Service Delivery

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  Maintain Schedule Adherence, Work Force Management (Break management), Shift Management and Rotation as per the inputs provided by WFM/MIS supervisor
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  Take pre/post shifts with the team to ensure that process updates are shared successfully.
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  Acting as an information source and answering team questions, assigning E Mail Enquiries, following up and giving instructions as needed.
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  Working as a first level escalation point for the floor
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  Create SOPs/Maintain Knowledge articles/updates and share with team on a regular basis.
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  Get first hand training on the process or and other new updates and share the same with the team via channelized Knowledge Transfer Process.
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  Support team on all queries (e.g. Process/Transport/Admin/Payroll/Team Related) independently and occasionally with support of relevant stakeholders.

Stakeholder Management/People-Resource Management

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  Carrying out performance measurement, quality monitoring, and evaluation of entire team to monitor service quality & improve efficiency.
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  Preparing and directing schedules, monitoring attendance of the team, scheduling breaks and shifts as necessary.
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  Compiling and maintaining lists of on-call and key schedules and personnel.
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  Conduct regular team meetings and one on one sessions with the teams
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  Ensuring team members acquire the appropriate support and training to apply the best skills and knowledge on the job.
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  Creating a growth plan for top performers and a plan for bottom performers. Should be able to showcase teams performance on a day to day basis to identify bottom and a good performer.

Governance and Reporting

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  Share the agreed reports/Dashboard on regular frequencies
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  Practicing and ensuring compliance with all the BCMS policies and procedures.

Information Security and other mandatory compliances:

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  Read, understand and comply with the information security policies.
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  Raise incident / blow whistle when observe any noncompliance to information security or IELTS compliance related policies.

Ensure compliances to Organisational policies like code of conduct, IT policy etc.

Qualifications - Graduate

Role specific knowledge and experience

Minimum/Essential:

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  Expert in Front /Back office processes. And have managed a team of 10-15 team members for atleast 1-2 years
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  Meet English language proficiency at a minimum level of IELTS band 7 or equivalent internationally recognised qualification.
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  Intermediate in Microsoft excel application (BCMS will test the excel skills to evaluate)
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  Knowledge of managing back end operations/Customer Service teams
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  Shall be independently handling floor Ability to plan well and prioritize work
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  Proactive approach with focus on problem analysis & resolution
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  Green belt or should possess any quality improvement related certification
  

Desirable:

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  A person who has independently managed shifts in previous organisations.
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  A person who has worked in secured process/ environment in previous work profiles.
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  ISO 9001 trained/ certified.
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  Black Belt trained/ certified
  

Role Specific

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  Able to simultaneously manage tasks for multiple processes
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  Ability to adapt quickly to different IT systems
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  Be proficient with Microsoft office, especially excel and outlook
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  Have good interpersonal and communication skills
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  Be Versatile. A big part of the IELTS function is the willingness to help one another even though it may fall outside of the job description
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  Motivated, self-starter who must be eager to learn and develop as the role expands
  

Further Information

Pay Band - 5
Contract Type - FTC (till 31 Mar 25)
Department/Country- GSS English & Exams (IELTS Online)/ India - Noida
Closing Date (Time) - 17 June 24 (IST -23:59)

A connected and trusted UK in a more connected and trusted world.

Equality , Diversity, and Inclusion (EDI) Statement

The British Council is committed to policies and practices of equality, diversity and inclusion across everything we do. We support all staff to make sure their behaviour is consistent with this commitment. We want to address under representation and encourage applicants from under-represented groups, in particular, but not exclusively, on grounds of ethnicity and disability. All disabled applicants who meet the essential criteria are guaranteed an interview and we have Disability Confident Employer Status. We welcome discussions about specific requirements or adjustments to enable participation and engagement in our work and activities.

The British Council is committed to safeguarding children, young people and adults who we work with.

We believe that all children and adults everywhere in the world deserve to live in safe environments and have the right to be protected from all forms of abuse, maltreatment and exploitation as set out in article 19, UNCRC (United Nations Convention on the Rights of the Child) 1989.

Appointment to positions where there is direct involvement with vulnerable groups will be dependent on thorough checks being completed; these will include qualification checks, reference checks, identity & criminal record checks in line with legal requirements and with the British Councils Safeguarding policies for Adults and Children.

If you have any problems with your application please email askhr@britishcouncil.org

Please note: Applications to this role can only be considered when made through the Apply section of our careers website. Our ASK HR email is only to be used in case of a technical issue encountered when applying through the careers website. Emails with supporting statements and CV/Resumes sent to this email address will not be reviewed and will be deleted.