Call Centre Manager / Contact Team Manager (BUR-NT-2031-2)
Region
East Asia
Country / Territory
Burma
Location
Rangoon
Department
English & Exams
Job Category
Customer Services
Pay Band
Locally appointed Grade G
Vacancy Description
Location: Yangon, Myanmar | Contract: Two years (possibility for extension) | Pay Band: G | Start Date: as soon as possible | Deadline for Applications: 18 August 2019 (23:59 UK Time)
 
Details

Call Centre Manager / Contact Team Manager (BUR-NT-2031-2)

 

ABOUT THE DEPARTMENT

The Burma offices deliver a wide range of British Council services including both Grant funded and FCR activities. The Teaching, Exams and Library Management have overall responsibility for all aspects of service delivery, business development and marketing. The Sales and Customer Management team consists of both full time and part-time staff in order to meet a 7-day a week service; there is also a back-office call centre in operation to manage and track enquiries. The Call Centre/Contact Team will typically handle inbound and outbound contact through social media, telephone as well as email, and live-chat.


WHAT YOU WILL BE DOING AND WHY

The main duty of Call Centre Manager / Contact Team Manager is to build a high performing ‘contact’ team that delivers a high-quality customer experience across the British Council’s English Language Teaching and Exams services, meeting British Council Key Performance Indicators (KPIs), business targets and objectives. The post-holder will also be expected to manage a team, develop staff and work as part of the joined up Sales and Customer Management team in the country.

WHAT IS INTERESTING ABOUT IT
You can take pride in the fact that you will be part of a team that enables the British Council to meet its objectives and gives all our customers an exceptional experience. You will also be able to join regular professional development, training and skills programmes to develop your experience and skills.

WHAT WE ARE LOOKING FOR
You will bring along at least 3 years managerial experience in leading a call centre/contact team, preferably in the B2C service industry.  You should have Sales and/or Customer Service management experience, including complaint handling.


BENEFITS OF WORKING AT THE BRITISH COUNCIL

-
100% reimbursement of all medical costs in the prescribed ceiling incurred within the country plus up to $8,000 for overseas medical treatment

- Enjoy more than 22 days of Annual

- Year-end bonus and annual bonus scheme 
- Professional development opportunities – we offer a broad range of professional courses to large corporations and that is available for our staff members too!


Our work makes a lasting difference by building more inclusive societies and supporting people’s prospects.

Together, we can do more.

NEXT STEPS

For more information please see Role profile and British Council Generic Behaviours


ABOUT THE BRITISH COUNCIL

The British Council is the United Kingdom’s international organisation for cultural relations and educational opportunities. Founded in 1934, we are a UK charity governed by Royal Charter and a UK public body. We work to change lives by creating opportunities for people to learn and develop. We work with over 100 countries across the world in the fields of arts and culture, English language, education and civil society. Last year we reached over 75 million people directly and 758 million people overall including online, broadcasts and publications.

Valuing diversity is essential to the British Council’s work. We aim to abide by and promote equality legislation by following both the letter and the spirit of it to try and avoid unjustified discrimination, recognizing discrimination as a barrier to equality of opportunity, inclusion and human rights.

 

All staff worldwide is required to ensure their behavior is consistent with our policies.

 

The British Council is a full member of Keeping Children Safe (KCS) and has achieved level 1 child safe certification. We believe that all children have the right to be protected from all forms of abuse as set out in article 19, UNCRC, 1989 and that every child matters - everywhere in the world. In line with the British Council's Child Protection policy, any appointment is contingent on thorough checks including criminal record checks, in line with legal requirements.