Noida, Uttar Pradesh, India · On-site
We support peace and prosperity by building connections, understanding and trust between people in the UK and countries worldwide. For 90 years we have shaped brighter futures through education, arts, culture, language, …
Skills: Operations management, Team leadership, Customer service, Mentoring, Coaching
London, England, United Kingdom · Hybrid
As a valued employee of the British Council, you already help us deliver our mission to support peace and prosperity by building connections, understanding and trust between people in the UK and countries worldwide. For …
Skills: Government relations, Stakeholder engagement, Policy influencing, Strategic communication, Briefing
Nigeria · On-site
Role Titile: Venue Staff Location:Across Locations in Nigeria Role Summary To ensure that any test administered by the British Council Trading Services (Nigeria) Limited runs smoothly on the test day/s and that all assig…
Skills: Invigilation, Customer service, Data protection, Child protection, Health and safety
Egypt · On-site
We support peace and prosperity by building connections, understanding and trust between people in the UK and countries worldwide. For 90 years we have shaped brighter futures through education, arts, culture, language, …
Skills: Office administration, Procurement, Facilities management, Financial compliance, Staff supervision
Noida, Uttar Pradesh, India · Hybrid
We support peace and prosperity by building connections, understanding and trust between people in the UK and countries worldwide. For 90 years we have shaped brighter futures through education, arts, culture, language, …
Skills: SAP SuccessFactors, ITIL Service Management, Service Lifecycle Management, Supplier Management, Stakeholder Management
Colombo, Western Province, Sri Lanka · On-site
$290k–$362k/mo
We support peace and prosperity by building connections, understanding and trust between people in the UK and countries worldwide. For 90 years we have shaped brighter futures through education, arts, culture, language, …
Skills: Teacher training, Line management, Performance reviews, Young learner education, Curriculum delivery
Hungary · On-site
We support peace and prosperity by building connections, understanding and trust between people in the UK and countries worldwide. For 90 years we have shaped brighter futures through education, arts, culture, language, …
Skills: English language teaching, Teacher training, Staff management, Academic quality assurance, Performance management
Bucharest, Romania · On-site
Teaching Operations Assistant We are looking for a highly organised and proactive Teaching Operations Assistant to provide essential logistical, administrative, and operational support to our Teaching Operations team. Re…
Skills: Administrative support, Operational support, Customer service, Logistics coordination, Classroom management
Belfast, Northern Ireland, United Kingdom · Hybrid
Welsh-language advert below/ Hysbyseb swydd Gymraeg isod We support peace and prosperity by building connections, understanding and trust between people in the UK and countries worldwide. For 90 years we have shaped brig…
Skills: Customer service, Communication skills, Attention to detail, Record keeping, Data protection
Singapore · On-site
$55/hr–$68/hr
We support peace and prosperity by building connections, understanding and trust between people in the UK and countries worldwide. For 90 years we have shaped brighter futures through education, arts, culture, language, …
Skills: English language teaching, Young learner instruction, IELTS preparation, Business English, Classroom management
Noida, Uttar Pradesh, India · On-site
We support peace and prosperity by building connections, understanding and trust between people in the UK and countries worldwide. For 90 years we have shaped brighter futures through education, arts, culture, language, …
Skills: Governance, Assurance, Process Mapping, BPMN, Knowledge Management
United Kingdom · Hybrid
Fel aelod gwerthfawr o dîm y British Council, rydych eisoes yn ein helpu i gyflawni ein cenhadaeth i gefnogi heddwch a ffyniant drwy feithrin cysylltiadau, dealltwriaeth ac ymddiriedaeth rhwng pobl yn y DU a gwledydd led…
Skills: Marketing strategy, Communications, Campaign management, Stakeholder engagement, Project coordination
Belfast, Northern Ireland, United Kingdom · Hybrid
We support peace and prosperity by building connections, understanding and trust between people in the UK and countries worldwide. For 90 years we have shaped brighter futures through education, arts, culture, language, …
Skills: Customer experience operations, Team leadership, Stakeholder management, Performance management, KPI tracking
Amman, Amman, Jordan · Hybrid
We support peace and prosperity by building connections, understanding and trust between people in the UK and countries worldwide. For 90 years we have shaped brighter futures through education, arts, culture, language, …
Skills: Project management, Stakeholder management, Arts administration, Relationship building, Strategic planning
United Kingdom · Hybrid
We support peace and prosperity by building connections, understanding and trust between people in the UK and countries worldwide. For 90 years we have shaped brighter futures through education, arts, culture, language, …
Skills: Marketing strategy, Communications, Campaign management, Event coordination, Digital marketing
Warsaw, Masovian Voivodeship, Poland · On-site
$10k–$11k/mo
We support peace and prosperity by building connections, understanding and trust between people in the UK and countries worldwide. For 90 years we have shaped brighter futures through education, arts, culture, language, …
Skills: English language teaching, Teacher training, Academic leadership, Line management, Performance management
Colombo, Western Province, Sri Lanka · On-site
As a valued employee of the British Council, you already help us deliver our mission to support peace and prosperity by building connections, understanding and trust between people in the UK and countries worldwide. For …
Skills: Safeguarding, Child protection, Risk assessment, Incident management, Training delivery
Indonesia · On-site
We support peace and prosperity by building connections, understanding and trust between people in the UK and countries worldwide. For 90 years we have shaped brighter futures through education, arts, culture, language, …
Skills: Arts management, Creative industries, Strategic planning, Stakeholder management, Programme management
United Arab Emirates · On-site
We support peace and prosperity by building connections, understanding and trust between people in the UK and countries worldwide. For 90 years we have shaped brighter futures through education, arts, culture, language, …
Skills: Strategic planning, Programme management, Business development, Stakeholder engagement, Financial management
Sydney, New South Wales, Australia · On-site
We support peace and prosperity by building connections, understanding and trust between people in the UK and countries worldwide. For 90 years we have shaped brighter futures through education, arts, culture, language, …
Skills: Partnership Development, Business Development, Fundraising, Stakeholder Engagement, Strategic Planning
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The Team Leader will supervise operations, mentor team members, and ensure the delivery of excellent customer service while meeting process KPIs. They are responsible for maintaining SOPs, managing shift schedules, and ensuring compliance with information security policies.
Candidates must have at least 5 years of experience in operations or BPO, including a minimum of 2 years in a team leadership role. A graduate degree and strong proficiency in English and MS Office applications are required.
We support peace and prosperity by building connections, understanding and trust between people in the UK and countries worldwide. For 90 years we have shaped brighter futures through education, arts, culture, language, and creativity.
Working with people in over 200 countries and territories, we are on the ground in more than 100 countries.
We connect. We inspire.
Pay Band: 5
Country/Location: Noida, India
Department: GSS English & Exams
Contract Type: 1 Year Fixed Term Contract (FTC)
Work Schedule: The position holder is required to work in shifts within a 24x7 shift environment, working from office. The role may require occasional travel and working extended hours during training/hiring drives.
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 KPI's to ensure that the Team at Shared Services is relevant to business always.
Role Accountabilities
We are looking for a Team Leader – Operations who can pre-empt problems and identify solutions through logical analysis, while having a fair understanding of achieving organisational goals and driving Continual Improvement projects in the process.
The successful candidate will be responsible for supervising, planning, and managing functions concerned to operations, and must be efficient with all the tools and technologies in use within operations. The role requires acting as an information source and answering team questions, following up and giving instructions as needed, while serving as the first level escalation point for the team.
A key aspect of the role involves creating and maintaining SOPs and knowledge articles/updates, sharing these with the team on a regular basis, and getting first-hand training on the process or other new updates to share the same with the team through a channelized Knowledge Transfer Process. The Team Leader will independently support the team on all queries — process, transport, admin, payroll, or team-related — occasionally with support from relevant stakeholders.
The position also includes carrying out performance measurement, monitoring, and evaluation of the entire team to monitor service quality and improve efficiency; preparing and directing schedules; monitoring attendance; scheduling breaks and shifts as necessary; and compiling and maintaining lists of on-call and key schedules and personnel. The role requires conducting regular team meetings and one-on-one sessions with the team, and ensuring team members acquire the appropriate support and training to apply the best skills and knowledge on the job.
Quality management is a core part of the role, requiring monitoring of calls, performing quality checks, and providing necessary feedback to the team.
On governance and reporting, the Team Leader must maintain Schedule Adherence, Work Force Management (Break management), Shift Management and Rotation, and should be good with MS Excel and formulas for reporting purposes, while practicing and ensuring compliance with all BCMS' policies and procedures.
Information security forms an important part of the role. The Team Leader must ensure that their workforce is aware of information security policies and complies with them, and that the team complies with ISO 27001 and IGA-related requirements. This includes sending account opening requests effectively, disabling accounts immediately for leavers or absconders/those on long leave, documenting and monitoring/reviewing access levels of the team, providing security awareness and education to the team, managing records to ensure compliance with the Freedom of Information Act, and ensuring incidents within their function are closed within SLAs.
Role specific skills, knowledge, experience and qualifications
Further Information
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.
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 to 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
A connected and trusted UK in a more connected and trusted world.
Equality, Diversity and Inclusion Statement
We are committed to equality, diversity and inclusion and welcome applications from all sections of the community as we believe that a diverse workforce gives added depth to our work. The British Council is a Disability Confident Employer. The Disability Confident scheme helps challenge attitudes, increase understanding of disability and ensure staff are drawn from the widest possible pool of talent. We guarantee an interview for disabled applicants who meet the minimum role requirements. We welcome discussions about specific requirements or adjustments to enable participation and engagement in our work and activities.
Safeguarding Statement
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 in line with legal requirements and with the British Council’s Safeguarding policies for Adults and Children.
If you experience any difficulties with submitting your application, please email [email protected]
The UK’s international organisation for cultural relations and educational opportunities.
We support peace and prosperity by building connections, understanding and trust between people in the UK and countries worldwide. We uniquely combine the UK’s deep expertise in arts and culture, education and the English language, our global presence and relationships in over 100 countries, our unparalleled access to young people and influencers and our creative sparkle. We work directly with individuals to help them gain the skills, confidence and connections to transform their lives and shape a better world in partnership with the UK. We support them to build networks and explore creative ideas, to learn English, to get a high-quality education and to gain internationally recognised qualifications. For more information, please visit: http://www.britishcouncil.org
Offices: 1 Redman Place, Stratford, London, England SW1A 2BN, GB · Calle Lope de Vega 316, Miguel Hidalgo, CDMX 11580, MX · Al Sadd Street 93, Doha, Doha, QA · Emerald Ave, Pasig, National Capital Region, PH · DUONG Le Duan 25, Ho Chi Minh, Thanh Pho Ho Chi Minh, VN
The UK’s international organisation for cultural relations and educational opportunities.
We support peace and prosperity by building connections, understanding and trust between people in the UK and countries worldwide. We uniquely combine the UK’s deep expertise in arts and culture, education and the English language, our global presence and relationships in over 100 countries, our unparalleled access to young people and influencers and our creative sparkle. We work directly with individuals to help them gain the skills, confidence and connections to transform their lives and shape a better world in partnership with the UK. We support them to build networks and explore creative ideas, to learn English, to get a high-quality education and to gain internationally recognised qualifications. For more information, please visit: http://www.britishcouncil.org
Offices: 1 Redman Place, Stratford, London, England SW1A 2BN, GB · Calle Lope de Vega 316, Miguel Hidalgo, CDMX 11580, MX · Al Sadd Street 93, Doha, Doha, QA · Emerald Ave, Pasig, National Capital Region, PH · DUONG Le Duan 25, Ho Chi Minh, Thanh Pho Ho Chi Minh, VN
