Team Leader Operations

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