Team Leader Operations - English & Exams

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: Noida, India Department: GSS English & Exams Contract Type: 1 Year Fixed Term Contract (FTC) Work Schedule: The position holder is required to work in shifts within a 24x7 shift environment, working from office. The role may require occasional travel and working extended hours during training/hiring drives. 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. Role Accountabilities We are looking for a Team Leader – Operations who can pre-empt problems and identify solutions through logical analysis, while having a fair understanding of achieving organisational goals and driving Continual Improvement projects in the process. The successful candidate will be responsible for supervising, planning, and managing functions concerned to operations, and must be efficient with all the tools and technologies in use within operations. The role requires acting as an information source and answering team questions, following up and giving instructions as needed, while serving as the first level escalation point for the team. A key aspect of the role involves creating and maintaining SOPs and knowledge articles/updates, sharing these with the team on a regular basis, and getting first-hand training on the process or other new updates to share the same with the team through a channelized Knowledge Transfer Process. The Team Leader will independently support the team on all queries — process, transport, admin, payroll, or team-related — occasionally with support from relevant stakeholders. The position also includes carrying out performance measurement, monitoring, and evaluation of the entire team to monitor service quality and improve efficiency; preparing and directing schedules; monitoring attendance; scheduling breaks and shifts as necessary; and compiling and maintaining lists of on-call and key schedules and personnel. The role requires conducting regular team meetings and one-on-one sessions with the team, and ensuring team members acquire the appropriate support and training to apply the best skills and knowledge on the job. Quality management is a core part of the role, requiring monitoring of calls, performing quality checks, and providing necessary feedback to the team. On governance and reporting, the Team Leader must maintain Schedule Adherence, Work Force Management (Break management), Shift Management and Rotation, and should be good with MS Excel and formulas for reporting purposes, while practicing and ensuring compliance with all BCMS' policies and procedures. Information security forms an important part of the role. The Team Leader must ensure that their workforce is aware of information security policies and complies with them, and that the team complies with ISO 27001 and IGA-related requirements. This includes sending account opening requests effectively, disabling accounts immediately for leavers or absconders/those on long leave, documenting and monitoring/reviewing access levels of the team, providing security awareness and education to the team, managing records to ensure compliance with the Freedom of Information Act, and ensuring incidents within their function are closed within SLAs. Role specific skills, knowledge, experience and qualifications * 5 years or more experience in operations/BPO. * At least 2 years of Team Leading experience (team size of more than 10). * Education – Graduate. * Understanding of 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. Further Information Language: Strong English proficiency is crucial for this role, requiring fluency in both written and spoken communication to effectively navigate British Council systems and international operations. Please note: Interviews will be conducted primarily in English. The successful candidate must be able to speak and write well in English, as this is essential for the role. Locally recruited: Applications are welcomed from candidates currently in this location with a natural right to work. Relocation support is not provided. Overseas Citizen of India (OCI) card holders will need to have, or be able to obtain, a valid special work permit issued from Government of India (GOI) to work in the British High Commission (BHC). BHC will not be able to sponsor work visas or obtain/ assist with the special work permit from GOI. Offers of employment made to OCI card holders will be conditional upon candidates obtaining a special work permit. Note: For requisite special permission to take up employment in any foreign Diplomatic Missions in India, OCI Cardholder must visit https://ociservices.gov.in 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