British Council
Team Leader
-1
Noida Uttar Pradesh
Application Email :

Job Type

Full Time

Closing Date

Jun 14 2021

Description

About the Organization:

British Council is the UK’s international organisation for cultural relations and educational opportunities. They create friendly knowledge and understanding between the people of the UK and other countries. They do this by making a positive contribution to the UK and the countries they work with - changing lives by creating opportunities, building connections and engendering trust.

Position: Team Leader

Roles and Responsibilities:

Accountabilities, responsibilities and main duties:

Leadership skills

  • Should be able pre-empt problems and identify solutions with logical analysis.

  • Should have a flair for achieving organisation goals and driving Continual Improvement projects

Service Delivery

  • Maintain Schedule Adherence, Work Force Management (Break management), Shift Management and Rotation as per the inputs provided by WFM/MIS supervisor

  • Take pre/post shifts with the team to ensure that process updates are shared successfully.

  • Acting as an information source and answering team questions, assigning E Mail Enquiries, following up and giving instructions as needed.

Stakeholder Management/People-Resource Management

  • Carrying out performance measurement, quality 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

Experience:

  • Decent experience in a call centre environment.

  • Decent customer service supervisor/Team lead experience

Qualifications:

  • Education –Graduate in any discipline

How to apply



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