Sr. Team Leader - Greeter / Proctor - IELTS / Digital Exams

Location : Noida, South Asia, IN

• Greeter & Proctor Services will operate in 3 shifts and in 24*7 operations, with any 2 week offs in a calendar week (doesnt necessarily mean a Saturday or Sunday).
• The role is required to work in team and reporting to Manager Greeter & Proctor
• The overall process size will range between 100 resources.
• The individual is required to operate in a secured environment i.e. access to personal belongings and mobile phones or any other electronic devices is not allowed on productive floor
• The placement for this role is based on a comprehensive certification process and clearance of Background checks
• Is a Subject Matter Expert for the process and is responsible to mentor, advice and support the Team Leaders, executives in delivering the work with high quality and efficiency.
• Expert with all the tools & technologies that are in use in the process.
• Is responsible for managing feedbacks / complaints in the process and taking corrective actions to avoid repeats.
• Responsible to ensure all process & service-related compliances are adhered in the process.
• Responsible to engage with stakeholders for effective delivery of Global IELTS Online Exams Operations and Customer Services.
• Ensures the Team leaders are carrying out performance measurement, monitoring, and evaluation of entire team to monitor service quality & improve efficiency.
• Work with support functions to create SOPs / Maintain Knowledge articles / updates and share with team on a regular basis.
• Support team on all queries (e.g. Process / Transport / Admin / Payroll / Team Related) independently and occasionally with support of relevant stakeholders.
• Carrying out performance measurement, monitoring, and evaluation of entire team to improve the efficiency.
• Accountable to manage a team of Team leaders and their performances
• 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
• Embedding employee engagement and motivation initiatives in the process
• Drive initiatives in the process to manage attrition effectively.
• Drive continual improvement projects to drive efficiency.
• Graduation or equivalent (Minimum 50%)
• Masters in Operations
• Distinction in English (in Graduation)
• Microsoft Excel Certification
• IELTS Band Score >
• Prior experience of greeting / proctoring
• Meet English language proficiency at a minimum level of IELTS band 7 or equivalent internationally recognised qualification Intermediate in Microsoft excel application (BCMS will test the excel skills to evaluate)
• Knowledge of managing back end operations / Customer Service teams
• Should have managed team of 3-4 team leaders
• Shall be independently handling floor Ability to plan well and prioritize work
• Proactive approach with focus on problem analysis & resolution
• Able to simultaneously manage tasks for multiple processes
• Ability to adapt quickly to different IT systems
• Be proficient with Microsoft office, especially excel and outlook
• Have good interpersonal and communication skills
• Be Versatile. A big part of the IELTS function is the willingness to help one another even though it may fall outside of the job description
• Motivated, self-starter who must be eager to learn and develop as the role expands

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