Video Call speaking supervisor

Challenges And Accountabilities

Service Delivery

Schedule and allocate tests for Global Hub Examiners

Share relevant results with Test Centers

Act as point of escalation for Test Centre queries relating to Local Examiners

Send Apportionment timetables to Global Hub Examiners

Supporting Examiners during live tests across multiple time zones

Approving center requests for Global Hub Examiner support

Assists managers with implementations of new processes

Scheduling training events, practice sessions and assessments for VCS Examiners

This will include following a troubleshooting guide that will be provided to them to help fix and triage issues, Carry out super user tasks to help resolve test day issues

Act as the interface between GIS/China support teams and examiners

Act as the interface between examiners and Global Examiner hub team

Delivering efficiency by meeting & exceeding listed KPIs, Process transactions as per process guidelines, Other responsibilities as identified during the development of the role, Stakeholder Management

Develops good working relationships with appropriate colleagues throughout the British Council and in the relevant functional disciplines (VCS, Delivery) to facilitate the effective provision of high quality and customer-focused services and advice, Quality Management

Achieving quality related KPIs of the process, Ensuring that Process Compliances are followed, Taking continual improvement initiatives in the process, Internal Customer Focus

Responds knowledgeably and professionally to enquiries within VCS, to ensure internal customers receive high quality, prompt, and timely service and/or advice

Refers on to others only complex enquiries, or those outside own area of expertise

Uses a range of enquiry, research, and analytical approaches to ensure they have an accurate understanding of the internal customers business needs and concerns before providing appropriate services, advice or problem-solving support, Minimum/essential

Skills Required
Test Planning, Service Delivery Management, Vcs, Problem Solving, Compliances