British CouncilHiring for Sr. Analyst – Work Force Management 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: Senior Analyst – Work force Management – IELTS Online

Purpose of job:
The role is responsible for preparing and managing staffing and scheduling of staff including freelancers to ensure that a sufficient amount of staff is available to perform all required tasks.

The role is also responsible for assessing staffing levels daily, and monitoring attendance and schedule adherence.

The workforce analyst role also involves producing daily reports of staff members’ attendance and performance of the process and resources which shall be used to determine whether employees are effectively utilized, or to develop strategies to recruit qualified staff.

Experience areas:
Minimum/Essential

Strong Intermediate to Advanced level experience in performing WFM activities on excel based sheets

Understanding Customer Service Operations (Calls, e mails and chats)

Knowledge of volume forecasting and capacity planning

Expert in Ms Excel

British Council Core Values and Behaviours to be judged.

Desirable

Ability to create Automated applications using MS Excel, MS Access and Visual Basics

Knowledge of:
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

Core Skills

Communicating and Influencing Level 2

Planning and Organizing Level 2

Using Technology Level 2

Analysing Data and Problems Level 2

Managing People Level 1

Accountabilities, responsibilities and main duties:
(including people management and finance)

Serve as the primary point of contact on workforce management policies

Serve as subject-matter expert on workforce optimization issues

Ensure service level targets are met; maintain the right headcount and calculate process capacity. (Both Front and Back office)

Responsible for the maintenance and upkeep of scheduling/rosters using basic Microsoft excel technique.

Responsible for reporting data management activities around employee scheduling, forecasts and process performance.

Improve processes and increase efficiency of operations by recommending necessary changes.

Ensure employees’ time is accurately recorded by reviewing every timecard for freelancers and ensuring appropriate leaves are recorded for staff members.

Resolve errors such as missed punches, meal break adjustments, and correct project code, etc. affecting employees.

Undertake the review and record of time worked against the proper job task code when an employee works overtime.

Should also be able to highlight any significant seasonal change in forecast

Should be able to highlight and report noncompliance in a structured manner.

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%)

Microsoft Excel Certification (Intermediate level)

Further Information:
Pay Band – 5

Contract Type – FTC Till 31/03/2023

Department/Country – IELTS/India – Noida

Closing Date – 1/Oct/2021

Other Requirements – Must have rights to work in India

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

Equality Statement

The British Council is committed to a policy of equality and to valuing diversity and is keen to reflect the diversity of the societies in which we work at every level within the organisation. We welcome applications from all sections of the community. We aim to abide by and promote equality legislation by following both the letter and the spirit of it to avoid unjustified discrimination, recognising discrimination as a barrier to equality of opportunity, inclusion and human rights. All staff worldwide are required to ensure their behaviour is consistent with our policies.

The British Council has Disability Confident Employer Status. We offer a guaranteed interview scheme for disabled applicants who meet the essential criteria for the role. Applicants are encouraged to highlight any specific requirements or adjustments needed to enable participation in the recruitment process.

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.