Exams Contact Centre Manager

British Council

Chongqing
RMB¥10,800 per month
Permanent
Full-time

12 days ago

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 2021-22 we reached 650 million people.Pay Band: 6 (from CNY 10,800 per month)
Country/Location: Chongqing, China
Department: Exams
Contract Type: Indefinite
Closing Date: Wednesday, 01 May 2024- 23:59 China Time (GMT +8)Role Purpose:
This is a new role created to lead on the day-to-day operations of British Council China Exams Contact Centre. The job holder is expected to deliver high quality of counselling service to facilitate IELTS (International English Language Testing System) and GES (Global Exams Services) customers through effective management of the contact centre agents including resource planning, training, monitoring and support.Accountabilities:
Contact Centre day-to-day operations

Build agent team capacity and conduct effective resource planning based on business volume fluctuations and modelling in order to meet SLA commitments to customers and stakeholders.
Maintain a centralized knowledge repository to keep abreast of the latest product developments and changes in customer needs.
Liaise with the IELTS and GES operations teams to ensure efficient and seamless cross-team communication.
Regularly work as a contact centre agent to maintain an active status.

Quality assurance and professional support

Establish an effective training and support mechanism for the contact centre staff. Provide core skills training to facilitate knowledge transfer.
Build a high performing team through regular agent performance audits and feedback provision.
Facilitate staff development through regular reflection sessions and workshops, fostering a culture of continuous learning.

Contact Centre performance report

Produce and monitor contact centre key performance metrics and report back to supervisor and stakeholders.
Collect customer feedback through various ways to achieve higher level of customer satisfaction.

Contribute to the success of National Customer Service team

Collaborate closely with the National Exams Customer Service Manager to ensure business continuity of the customer service team.
Contribute to national customer experience enhancement project and drive customer service excellency.
Carry out line manager duties for direct reports in compliance with British Council HR policies and uphold high team productivity and quality.

Role specific knowledge and experience:

Relevant full-time work experience
Experience in managing people, process or quality standards in a call centre environment.
Knowledge about GES (Global Exams Services) exams operation (Desirable)
Experience in frontline customer services (Desirable)

Requirements:

Education: Bachelor's degree or equivalent (or relevant work experience)
Language: IELTS Level 6.5 or equivalent
Condition of Employment:

Locally Recruited
Applications are welcomed from candidates currently in this location with a natural right to work.
Applications are also welcomed from candidates currently based in other British Council country offices. However, please note candidates must have a natural right to work in the country, on a permanent basis, as immigration clearance and/or on-going visa support is not provided by the British Council for this role. Relocation support is also not provided.Benefits:

Annual Leaves (on a pro-rata basis if the service period is less than one full year); public holidays
Statutory benefits: national social insurance benefits and housing fund
Other benefits: commercial insurance package including accidental insurance, life insurance, and supplementary medical insurance
13th month salary: staff who pass the probation and work for minimum of 6 months in a year will be entitled to annual bonus in December
Performance-related pay: paid annually according to relevant performance review scheme
Professional development opportunities

A connected and trusted UK in a more connected and trusted world.Equality , Diversity, and Inclusion (EDI) StatementThe 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 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; these will include qualification checks, reference checks, identity & criminal record checks in line with legal requirements and with the British Council's Safeguarding policies for Adults and Children.If you have any problems with your application please emailPlease 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.

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