British CouncilHiring for Trainer Soft Skills 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: Trainer – Soft Skill

Purpose of job:
The role will report to Quality Analyst in GSD.

This post will be involved in training and development of employees in Global Service Desk, Noida.

Perform quality audits and publish report (Phone and Service-Now)

Organise team events and take care of the employee engagement activities.

Assist service delivery in submission of IT awards.

Experience areas:
Understanding Service Desk Operations and Quality management.

Proficient in relevant computer applications

Knowledge of customer service principles and practices

Customer service orientation and Training/coaching skills

Ability to inspire and support people

Good people and interpersonal skills to build effective relationships with all levels of professionals.

Ability to plan well and prioritize work

Maintain calmness under tight pressure

Good decision-making and communication skills

Proactive approach with focus on problem analysis & resolution

Knowledge of:
Understanding Service Desk Operations and Quality management.

Proficient in relevant computer applications

Knowledge of customer service principles and practices

Customer service orientation and Training/coaching skills

Ability to inspire and support people

Good people and interpersonal skills to build effective relationships with all levels of professionals.

Ability to plan well and prioritize work

Maintain calmness under tight pressure

Good decision-making and communication skills

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

Determines Call quality standards by studying inbound and outbound calls, Service Now ticket documentation and e-mail quality.

Conducting test Calls/Emails to customer service representatives on new services.

Verifies Call/Email quality results by measuring skills in use of scripts, product knowledge, sales and service ability, greeting, diction, listening, etiquette, query handling, efficiency, and courteous close of call.

Provides feedback to GSD agent/s by monitoring calls/Emails/Service Now tickets

Conducting Weekly and Monthly Quality sessions including one on one with GSD agents.

Create and implement Action plans for any Quality related error.

Create Action Plan for bottom 25% performers and ensure turn around in performance.

Evaluates call approaches by rating effectiveness of CSE’s

Providing quality ratings, identifying training needs, training inputs for trainers.

Directs quality initiatives by requiring adherence to quality assurance policies and procedures; developing new models and implementing changes.

Maintains professional and technical knowledge by attending educational workshops, reviewing professional publications, establishing personal networks, benchmarking state-of-the-art practices.

Contributes to team effort by accomplishing related results as needed.

Ensure that the team activities are performed in timely manner.

Accountable for the Employee engagement within the team.

Assist service delivery in submission of IT awards.

Qualifications:
Education – Graduate

Further Information

Pay Band – 5

Contract Type – Indefinite

Department/Country – GSD/India – Noida

Closing Date – 22/Feb/2022

Other Requirements: Must have rights to work in India

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.