Team Leader - Operations
British Council (company site, opens in a new tab)3–5 yrsNoidaHybridDirect career pageEst. 6–10 LPA
Posted on 16 Sept
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Job description
Structured overview of role & requirements
About This Role
- Manage and mentor a team to deliver excellent customer service within 24/7 operations, including shift and workforce management in an onsite environment.
- Handle complex transactions and escalations, maintain SOPs and knowledge bases, and support continuous process improvement initiatives.
- Produce regular operational performance reports to support business decisions and ensure compliance with organisational policies and SLAs.
Minimum Requirements
- Bachelor's degree required.
- 3–5 years experience in Front/Back-office processes, with at least 1–2 years managing a team of 10–15 members.
- English proficiency at IELTS band 7 or equivalent.
- This is an onsite, 24/7 shift role in Noida with rotating night shifts; no hybrid or remote options available.
Ideal Candidate Profile
- Experienced in independently managing team operations and handling escalations in a structured service environment.
- Skilled in delivering training, coaching, and performance management to drive service quality and operational efficiency.
- Comfortable working under continuous shift patterns in a globally distributed team with adherence to compliance and reporting standards.