British CouncilHiring for Process Trainer – Operations & Customer Service (IELTS/Digital Exams) at Noida, Uttar Pradesh Full Time

Location: Noida, South Asia, IN

Company: British Council

The British Council builds connections, understanding and trust between people in the UK and other countries through arts and culture, education and the English language.

We work in two ways – directly with individuals to transform their lives, and with governments and partners to make a bigger difference for the longer term, creating benefit for millions of people all over the world. We help young people to gain the skills, confidence and connections they are looking for to realise their potential and to participate in strong and inclusive communities. We support them to learn English, to get a high-quality education and to gain internationally recognised qualifications. Our work in arts and culture stimulates creative expression and exchange and nurtures creative enterprise. We connect the best of the UK with the world and the best of the world with the UK.

These connections lead to an understanding of each other’s strengths and of the challenges and values that we share. This builds trust between people in the UK and other nations which endures even when official relations may be strained. We work on the ground in more than 100 countries. In 2019-20 we connected with 80 million people directly and with 791 million overall, including online and through our broadcasts and publications.

Job Title: Process Trainer – OPS & Customer Service -IELTS Online

Purpose of job:
The responsibilities of this role include imparting process knowledge skills, conducting training need analysis for existing staff (including new hires), developing process training material, and assess outcomes of sessions. This will also include working closely with Operations and different support functions to conduct refreshers/training sessions to improve the overall effectiveness and efficiency of the resources/process.

Main opportunities/challenges for this role:
Process with 24*7 operations in Noida (NCR).

Process is responsible for the delivery of English Language Proficiency Exam.

The overall process size is approximately 150 resources.

Delivery of Services in three shifts.

The role is responsible to train the staff on product and policies related to IELTS exam.

This is a secured process where access to personal belongings and mobile phones or any other electronic devices is not allowed.

The placement for this role is based on the clearance of Background checks.

Accountabilities, responsibilities, and main duties:
Training Delivery & Developing staff

Deliver soft skills, sales skills and process training to new and existing staff for effective delivery of services.

Identifying and forecasting the training needs through call monitoring, customer and stakeholders’ feedback.

Timely updating of training curriculum and ensure approvals from all the key stakeholders.

Engage staff through various on floor learning initiatives.

Ensure proper handover of new joiners to team leads.

Reporting the training process on timely and regular basis.

Predict the trainees’ attrition through early warning system and notify the management accordingly.

Designing of the training modules

Designing and expanding training and development programmes based on the needs of IELTS/Digital Exams and the individuals.

Devising individual learning plans

Ensure all learning materials are ready for use and are easy to access and is updated every time there is a change in process.

Monitoring and Evaluation and Learning

Ensuring delivery of trainings as per schedule and follow up with participants post training to ensure training effectiveness.

Creating and establishing certification process for various operational and customer service roles.

Sharing feedback and coaching individuals on their areas of improvement.

Regularly conduct refresher sessions and gauge the effectiveness of resources.

Monitoring and reviewing the progress of trainees.

Monitor transactions/ queries to identify the individual

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.

Qualifications :
Graduation or equivalent (Minimum 50%)

Role specific knowledge and experience

Excellent in English Communication Skills.

4 – 7 years’ overall experience with minimum 2 years as a Process trainer preferably in a call/contact center environment.

Experience of delivering improvement projects in training, related to NPS, CSAT, upselling etc.

Knowledge/ experience and understanding of Training MIS

IELTS Certified at advance level or some industry expected certification at advanced level

Knowledge of customer service principles and practices (Voice, E Mails & chat related)

Excellent MS office skills (Word, Excel, Power point etc.)

Proactive approach with focus on problem analysis & resolution

Role specific skills:
Able to simultaneously manage tasks for multiple processes

Ability to adapt quickly to different IT systems

Be proficient with Microsoft office, especially excel and outlook

Have good interpersonal and communication skills

Be Versatile. A big part of the IELTS function is the willingness to help one another even though it may fall outside of the job description

Motivated, self-starter who must be eager to learn and develop as the role expands

Further Information

Pay Band – 5

Contract Type – FTC – Till 31st Dec 2023

Department/Country- IELTS Online/ India – Noida

Closing Date (Time) – 14th July 22 (IST -23:59)

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

Equality , Diversity, and Inclusion (EDI) Statement

The British Council is committed to policies and practices of equality, diversity and inclusion across everything we do. We support all staff to make sure their behaviour is consistent with this commitment. We want to address under representation and encourage applicants from under-represented groups, in particular, but not exclusively, on grounds of ethnicity and disability. All disabled applicants who meet the essential criteria are guaranteed an interview and we have Disability Confident Employer Status. We welcome discussions about specific requirements or adjustments to enable participation and engagement in our work and activities.

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; these will include qualification checks, reference checks, identity & criminal record checks in line with legal requirements and with the British Council’s Safeguarding policies for Adults and Children.

If you have any problems with your application please email askhr@britishcouncil.org

Please note: Applications to this role can only be considered when made through the Apply section of our careers website. Our ‘ASK HR’ email is only to be used in case of a technical issue encountered when applying through the careers website. Emails with supporting statements and CV/Resumes sent to this email address will not be reviewed and will be deleted.