Contact Center Manager

We support peace and prosperity by building connections, understanding and trust between people in the UK and countries worldwide.

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.

Working with people in over 200 countries and territories, we are on the ground in more than 100 countries. In 202122 we reached 650 million people.

Role Purpose

To build a highly performing Contact Centre team that delivers quality and efficient customer experience across British Council English Language Teaching and Library services and meets British Council Key Performance Indicators (KPIs), business targets and objectives. The Contact Team handles not only telephone calls but also other communication channels, such as e-mail, live-chat and social media.

To manage the customer management and sales function in the delivery of Teaching Centre and Library sales targets and KPIs as defined in the as per agreed Service Level Agreement.

Main Accountabilities:

Strategic accountabilities

• To work closely with Head, Sales, and Customer Management (HSCM) for Teaching Centre and Regional Customer Service Manager to develop and execute strategies to manage inbound sales opportunities and customer service enquiries to achieve team KPIs, business targets and objectives.
• To work closely with other managers within the SCM to ensure that the Contact Centre processes are clear and align with the rest of the SCM team to deliver a single exceptional customer experience.
• Ensure there are clear processes and SLAs and that these align with the standard regional KPIs, SLAs and customer journeys.
• Follow reporting standards and ensure the country reports activity in line with the rest of the APAC region.

Sales

• To work closely with Head, Sales, and Customer Management (HSCM) for Teaching Centre to develop and execute service strategies for the professional handling of enquiries and complaints across British Council services with the purpose of achieving business targets and objectives set out by the management.
• To build a Contact Centre team that is highly motivated to deliver quality services to customers by making the most effective and efficient use of technology and human resources.
• To lead the Contact Centre team to meet and exceed KPIs and targets set by the management.
• To ensure individuals use CRM following British Council procedures to update opportunities on time so that an accurate new sales enquiries database is maintained.
• To work closely with other managers within the SCM and library team to ensure that the Contact Centre is working hand-in-hand with the other teams to deliver exceptional customer service experience to all customers as well as meeting all KPIs, business targets and objectives.

Customer Management

• To ensure customers receive high quality information and advice about British Council services that helps resolve enquiries and make informed purchasing decisions.
• To handle complaints generated by the team and to resolve issues balancing customers needs and British Councils benefits.

Team Management and Report

• To ensure individuals and team meet all KPIs and follow administrative procedures and policies in place. All paperwork and records are to be completed and maintained accurately and on time.

• To monitor, track and review individuals and team performance against KPIs and targets on a regular basis and prepare necessary performance reports.
• To prepare data and statistics for planning, budgeting, forecasting exercises as required.

People

• To ensure that the team is resourced to meet operational needs. To carry out recruitment as appropriate.
• To provide regular briefing and training to the team to ensure that team members are fully equipped with the necessary skills and knowledge to answer customer enquiries and requests for support in a timely and professional manner.
• To identify training needs and to ensure training is arranged in line with British Councils strategies, needs and objectives.
• To ensure line management is conducted as per British Council guidelines following Essential Personnel Procedures and Performance Management Standards.
• To prepare the team rota and monitor annual leave.

Data and systems

• Prepare management reports that support performance management, sales forecasting, budgeting and financial planning as required.
• Ensure a high level of proficiency in using relevant systems, including the Contact Centre telephony system, Salesforce CRM, Exams systems and booking systems.
• Identifying and implementing new systems and technologies that improve efficiency and help create an excellent customer experience.
• Ensure clarity of process through structured on-boarding of new joiners and clear and timely communication of any changes.

Other duties

• Any other duties and projects as assigned by the Line Manager
• To attend training, professional development and skills programs as required

To proactively engage with other internal and external stakeholders to foster good team spirit and ensure British Council KPIs and business targets are met.

Further Information

• Number of positions: 1
• Employment Type: FTC
• Location: Delhi, India
• Grade: 6/G
• Deadline to receive applications: 18th of December 2023 (23:59 IST)

Please note that all applications should be submitted in English only.
It is advisable to apply in advance to avoid any technical issues at the last moment.

Any queries please reach out to Astha Srivastava – Senior Executive Recruitment MENA and South Asia (astha.srivastava@britishcouncil.org)

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

Equality , Diversity, and Inclusion(EDI) Statement

The British Council is committed to policies and practices of equality, diversity and inclusion across everything we do. We support all staff to make sure their behaviour is consistent with this commitment. We want to address under representation and encourage applicants from under-represented groups, in particular, but not exclusively, on grounds of ethnicity and disability. All disabled applicants who meet the essential criteria are guaranteed an interview and we have Disability Confident Employer Status. We welcome discussions about specific requirements or adjustments to enable participation and engagement in our work and activities.

The British Council iscommitted 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; these will include qualification checks, reference checks, identity & criminal record checks in line with legal requirements and with the British Councils Safeguarding policies for Adults and Children.

If you have any problems with your application please email askhr@britishcouncil.org

Please note: Applications to this role can only be considered when made through the Apply section of our careers website. Our ASK HR email is only to be used in case of a technical issue encountered when applying through the careers website. Emails with supporting statements and CV/Resumes sent to this email address will not be reviewed and will be deleted.