Team Leader Operations

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.