Job Description

Video Call speaking supervisor



Date: 1 Aug 2024


Location: Noida, South Asia, IN


Company: British Council



Transformation has resulted in changes in skills requirements, roles, and numbers of roles required in the new operating model. The roles in the new operating model will be restricted to employees in the selection pool in the first instance. Selection for any jobs that remain unfilled following the agreed selection process will be conducted in line with the Global Recruitment policy.


Job Title: Video Call Speaking Supervisor


Purpose of job:
Providing support (remotely) to Examiners and Test Centers during live Video Call Speaking testing. They will be ensuring that system and processes are adhered, to enable an efficient, compliant, and high-quality marking operation and ensure that Test Takers' speaking scores are delivered within the agreed time frame


Role context


Process with 24•7 operations in Noida (NCR)


• Process is responsible for the delivery of English Language Proficiency Exam.
• Operations in three shifts.
• High level of compliance to the agreed process guidelines.
• No legal/ criminal case in history
• The role would require the Supervisor to be the first point of contact for
• Examiners experiencing technical or hardware issues.


The placement for this role is based on a comprehensive certification process and clearance of Background checks


Main opportunities/challenges for this role


Accountabilities, responsibilities and main duties:
Accountability Heading
Operations:


Operations management:
The role has following key deliverable:
• Service Delivery
• Stakeholder Management
• Quality Management
• Internal Customer Focus


Service Delivery
• Schedule and allocate tests for Global Hub Examiners
• Share relevant results with Test Centers
• Act as point of escalation for Test Centre queries relating to Local Examiners
• Send Apportionment timetables to Global Hub Examiners
• Supporting Examiners during live tests across multiple time zones
• Approving center requests for Global Hub Examiner support
• Assists managers with implementations of new processes
• Scheduling training events, practice sessions and assessments for VCS Examiners
• This will include following a troubleshooting guide that will be provided to them to
• help fix and triage issues.
• Carry out "super user" tasks to help resolve test day issues
• Act as the interface between GIS/China support teams and examiners
• Act as the interface between examiners and Global Examiner hub team
• Delivering efficiency by meeting & exceeding listed KPI's.
• Process transactions as per process guidelines.
• Other responsibilities as identified during the development of the role.




Stakeholder Management
Develops good working relationships with appropriate colleagues throughout the British Council and in the relevant functional disciplines (VCS, Delivery) to facilitate the effective provision of high quality and customer-focused services and advice.
Quality Management
• Achieving quality related KPIs of the process.
• Ensuring that Process Compliances are followed.
• Taking continual improvement initiatives in the process.


Internal Customer Focus
• Responds knowledgeably and professionally to enquiries within VCS, to ensure internal customers receive high quality, prompt, and timely service and/or advice. Refers on to others only complex enquiries, or those outside own area of expertise
• Uses a range of enquiry, research, and analytical approaches to ensure they have an accurate understanding of the internal customer's business needs and concerns before providing appropriate services, advice or problem-solving support.




Qualifications
Graduate


Role specific knowledge and experience
• Excellent communication skills.
• Analytical with excellent attention to detail.
• Proficient in MS office applications
• Ability to inspire and support people
• Ability to plan well and prioritize work
• Good decision-making
• Proactive approach with focus onproblem analysis & resolution
• Able to simultaneously manage tasks for multiple processes
• Be proficient with Microsoft office, especially excel and outlook
• Have great interpersonal and communication skills
• Experience of working in Exams IELTS Process (any stream)




Further Information
Pay Band - 4

Contract Type- FTC


We are committed to policies and practices of equality, diversity and inclusion across everything we do. We will support all employees to make sure their behaviour is consistent with this commitment. We welcome discussions about specific requirements or adjustments to enable participation and engagement in our work and activities.