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: (Advant IT Park) Noida, India Department: GSS English & Exams (IELTS Online) Contract Type: Fixed term contract, 1 year Closing Date: Sunday, 24 May 2026 - 23:59 China Time (GMT +08:00)

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Role Purpose

To deliver optimum floor support by mentoring/ coaching & guiding team members & take ownership in maintaining an excellent Customer Service experience. An significant part of the role is to achieve/exceed process KPI’s to ensure that the Team at Shared Services is relevant to business always.

Main 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 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, 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

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 actEnsure incidents of their respective functions are closed within SLAs

Qualifications

Any graduate/bachelor

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)

Role specific skills

- Understanding BPO Operations
- Knowledge of customer service principles and practices.
- Good people and interpersonal skills to build effective relationships with all levels of professionals. Ability to inspire and support the team with regards to the first level escalations.
- Good communication skillsProactive approach with focus on problem analysis & resolution. Ability to plan well and prioritize work.

Condition of Employment : Additional requirements :

- Adherence to the internal SLA set by process to meet 24-hour turnaround delivery performance targets
- Team Leader Operations will be required to operate in shifts and in 24*7 operations, with any 2-week offs in a calendar week (doesn’t necessarily mean a Saturday or Sunday). The role is to operate from the office.
- Should be comfortable to work in a 24x7 environment.
- The role will require cross working between various colleagues located globally and across British Council.

A connected and trusted UK in a more connected and trusted world.

Equality, Diversity and Inclusion Statement

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 Ri

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