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 KPIs to ensure that the Team at Shared Services is relevant to business always. Role Accountabilities: Leadership skills: Should be able to look at pre-empt problems and identify solutions with logical analysis. Should have a fair understanding for achieving organisation goals and driving Continual Improvement projects in the process. Service Delivery Supervising, planning, and managing functions concerned to operations Efficient with all the tools & technologies that are in use in operations. Acting as an information source and answering team questions, following up and giving instructions as needed. Working as a first level escalation point for the team. Create SOPs/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, 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. Quality Management Monitor Calls, perform Quality Checks and provide necessary feedback to the team. Governance and Reporting Maintain Schedule Adherence, Work Force Management (Break management), Shift Management and Rotation. Good with MS Excel and formulas for reporting purposes Practicing and ensuring compliance with that of all the BCMS policies and procedures. Information Security Ensure that their workforce are aware of the information security policies and comply with them Ensures that the team complies to ISO 27001 and IGA related requirements Send account opening requests effectively Disable accounts immediately for leavers and Absconders /on long leaves Document and monitor / review access levels of his/her team Provide security awareness and education to team Manage Records to ensure compliance to Freedom of information act Ensure incidents of their respective functions are closed within SLAs Role specific knowledge and experience: 5 years or more experience in operations/BPO. At least 2 year of Team leading experience (team size of more than 10) Further Information: Contract Type Fix Term Contract (1 Year) Candidate Can also submit their applications via our British Council Career webpage. Link as below: https://careers.britishcouncil.org/careers/job/563705880882409
Role Purpose: Were looking for someone who's committed to delivering outstanding service to British Council customers. Youll be the first point of contact, ensuring all queries are handled accurately and promptly across calls, emails, or chats. Youll contribute directly to our business goals by supporting customers professionally and empathetically, ensuring satisfaction and maintaining high service quality standards. Youll also collaborate closely with the wider team, sharing feedback and suggestions to improve operations. This role requires flexibilityexpect office-based work in a 24/7 shift setup, including occasional travel and extended hours during busy periods or training drives. Role specific skills, knowledge and experience: You should be confident communicating in English and Hindi and have working knowledge of customer service practices across multiple channels (voice, email, chat). Strong keyboard handling and MS Office skills are expected. Experience in a customer-facing or back-end support role (up to 6 months) is desirable but not essential. Requirements: Language: Proficient in English Education: Bachelor's Degree Further Information: Contract Type: Fixed Term Contract Location: British Council Office, Noida (100% work from office) Shift Schedule: Rotational shifts (including weekends and public holidays as per business requirements) Candidates can also apply on our career webpage. Link as below: https://careers.britishcouncil.org/careers/job/563705880882737
Role Purpose The role is to provide a positive experience for all British Council customers by handling their enquiries effectively and aiming to resolve them on the first contact, helping to support and grow the business. Role Accountabilities The role involves delivering excellent customer service by maintaining a positive and professional attitude, promptly and accurately handling enquiries, and ensuring customer satisfaction through strong product knowledge. It also includes working closely with team members to share information and address customer needs. Additionally, the role requires adherence to information security policies, including compliance with ISO 27001 and IGA standards, managing user access, providing security awareness, maintaining proper records, and ensuring timely resolution of incidents within agreed SLAs. Role specific skills, knowledge and experience The ideal candidate will have 6 months to 3 years of experience in customer service or backend operations, preferably gained within a blended process environment. Further Information Contract Type: Fixed Term Contract, 1 year 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. Education: A bachelor's degree in any discipline is required. 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 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 Work Schedule: This is a 24/7 on-site role with rotating shifts, including night shifts. The position offers two days off per week, which may not always fall on weekends. Flexibility and adaptability to a continuous shift-based environment are essential. There is no hybrid work arrangement for this position and it requires working onsite five days a week. Candidates can also submit their application via our British Council career webpage. Link as below: https://careers.britishcouncil.org/careers/job/563705880883768