Main Accountabilities:

- Leadership
- 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.
- Working as a first level escalation point for the floor
- Create SOP s/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, 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
- Ensuring team members acquire the appropriate support and training to apply the best skills and knowledge on the job.
- Creating a growth plan for top performers and a plan for bottom performers. Should be able to showcase team s performance on a day to day basis to identify bottom and a valuable performer.
- Governance and Reporting
- Share the agreed reports/Dashboard on regular frequencies
- Practicing and ensuring compliance with all the BCMS policies and procedures.
- Information Security and other mandatory compliances:

Skills: Service Delivery, Leadership

Experience: 3.00-5.00 Years

📌 Team Leader - Operations (Noida)
🏢 British Council
📍 Noida