British CouncilHiring for Customer Service Team Leader at Noida, Uttar Pradesh Full Time

Leadership

· Should be able pre-empt problems and identify solutions with logical analysis.

· Should have a flair for achieving organisation goals and driving Continual Improvement projects

Service Delivery

· Maintain Schedule Adherence, Work Force Management (Break management), Shift Management and Rotation as per the inputs provided by WFM/MIS supervisor

· Take pre/post shifts with the team to ensure that process updates are shared successfully.

· Acting as an information source and answering team questions, assigning E Mail Enquiries, following up and giving instructions as needed.

· Working as a first level escalation point for the floor

· 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, quality 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.

· Creating a growth plan for top performers and a plan for bottom performers. Should be able to showcase team’s performance on a day to day basis to identify bottom and a good performer.

Governance and Reporting

· Share the agreed reports/Dashboard on regular frequencies

· Practicing and ensuring compliance with all the BCMS’ policies and procedures.

Information Security and other mandatory compliances:

· Read, understand and comply with the information security policies.

· 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.

Job Type: Full-time

Salary: ₹400,000.00 – ₹600,000.00 per year

Benefits:

• Flexible schedule

Schedule:

• Rotational shift
• UK shift

Education:

• Bachelor’s (Preferred)

Work Remotely:

• No

Speak with the employer
+91 9711120738