Team Leader Operations

We support peace and prosperity by building connections, understanding and trust between people in the UK and countries worldwide. For 90 years we have shaped brighter futures through education, arts, culture, language, and creativity.

Working with people in over 200 countries and territories, we are on the ground in more than 100 countries.

We connect. We inspire.

Pay Band: 5
Country/Location: (Advant IT Park) Noida, India
Contract Type: Fixed term contract

Role Purpose

To deliver optimum floor support by mentoring/ coaching & guiding team members & take ownership in maintaining an excellent Customer Service experience. An important part of the role is to achieve/exceed process KPI’s to ensure that the Team at Shared Services is relevant to business always.

Main accountabilities

Leadership skills:

• Should be able to look at pre-empt problems and identify solutions with logical analysis.
• Should have a fair understanding for achieving organisation goals and driving Continual Improvement projects in the process.

Service Delivery

• Supervising, planning, and managing functions concerned to operations
• Efficient with all the tools & technologies that are in use in operations.
• Acting as an information source and answering team questions, following up and giving instructions as needed.
• Working as a first level escalation point for the team.
• Create SOP’s/Maintain Knowledge articles/updates and share with team on a regular basis.
• Get first hand training on the process or and other new updates and share the same with the team via channelized Knowledge Transfer Process.
• 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

• Carrying out performance measurement, monitoring, and evaluation of entire team to monitor service quality & improve efficiency.
• Preparing and directing schedules, monitoring attendance of the team, scheduling breaks and shifts as necessary.
• Compiling and maintaining lists of on-call and key schedules and personnel.
• Conduct regular team meetings and one on one sessions with the teams
• Ensuring team members acquire the appropriate support and training to apply the best skills and knowledge on the job.

Quality Management

• Monitor Calls, perform Quality Checks and provide necessary feedback to the team.

Governance and Reporting

• Maintain Schedule Adherence, Work Force Management (Break management), Shift Management and Rotation.
• Good with MS Excel and formulas for reporting purposes
• Practicing and ensuring compliance with that of all the BCMS’ policies and procedures.

 Information Security

• Ensure that their workforce are aware of the information security policies and comply with them
• Ensures that the team complies to ISO 27001 and IGA related requirements
• Send account opening requests effectively
• Disable accounts immediately for leavers and Absconders /on long leaves
• Document and monitor / review access levels of his/her team
• Provide security awareness and education to team
• Manage Records to ensure compliance to Freedom of information act
• Ensure incidents of their respective functions are closed within SLAs

Qualifications

Any graduate/bachelor

Role specific knowledge and experience

• 5 years or more experience in operations/BPO.
• At least 2 year of Team leading experience (team size of more than 10)

Role specific skills

• Understanding BPO Operations
• Proficient in relevant computer applications( MS Office)
• Knowledge of customer service principles and practices.
• Good people and interpersonal skills to build effective relationships with all levels of professionals. Ability to inspire and support the team with regards to the first level escalations.
• Good communication skills
• Proactive approach with focus on problem analysis & resolution. Ability to plan well and prioritize work.

Condition of Employment:
Locally RecruitedApplications are welcomed from candidates currently in this location with a natural right to work. 
Applications are also welcomed from candidates currently based in other British Council country offices. However, please note candidates must have a natural right to work in the country, on a permanent basis, as immigration clearance and/or on-going visa support is not provided by the British Council for this role. Relocation support is also not provided. 

Additional requirements:
•    Adherence to the internal SLA set by process to meet 24-hour turnaround delivery performance targets•    Team Leader Operations will be required to operate in shifts and in 24*7 operations, with any 2-week offs in a calendar week (doesn’t necessarily mean a Saturday or Sunday).
•    The role is to operate from the office.
•    Should be comfortable to work in a 24x7 environment.
•    The role will require cross working between various colleagues located globally and across British Council.

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

Equality, Diversity and Inclusion Statement

We are committed to equality, diversity and inclusion and welcome applications from all sections of the community as we believe that a diverse workforce gives added depth to our work. The British Council is a Disability Confident Employer. The Disability Confident scheme helps challenge attitudes, increase understanding of disability and ensure staff are drawn from the widest possible pool of talent. We guarantee an interview for disabled applicants who meet the minimum role requirements. We welcome discussions about specific requirements or adjustments to enable participation and engagement in our work and activities.

Safeguarding Statement

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 in line with legal requirements and with the British Council’s Safeguarding policies for Adults and Children.

If you experience any difficulties with submitting your application, please email askhr@britishcouncil.org