Operations Supervisor

At TLScontact, we work with governments from around the world to provide visa and consular services on their behalf to travellers and citizens. Our core expertise, built up in visa processing, enables us to apply our secure processing experience to a wide range of government and citizen services, both abroad and in-country. Harnessing new technology, we support governments in their digital transformation, helping to improve efficiency and enhance customer service.

We are looking for a Customer Service Supervisor for our VAC in Islamabad.

Requirements:

Qualifications:

• Bachelor degree or plus in management, overseas experience preferred

Experience:

• At least 1 year related working experience and 1 year in management

Skills and abilities:

• Excellent command of English.French, German, Italian, Dutch, Portuguese speaking is a plus
• Proven leadership skills in team management;
• Self-motivated, patient and professional. Identifies priority activities and assignments for self and others.
• High level of integrity
• Excellent time management skills. Provides constructive feedback to colleagues.
• Strong sense of customer-focus and responsiblecapable to work under pressure
• Good communication and interpersonal skills. Accepts and gives constructive criticism.
• Excellent computer skills at MS office software
• Basic knowledge of different types of visa and application process
• Ability to work independently and collaboratively
• Very organized and detail oriented

Responsibilities:

• To build and drive a team of all Representatives towards achievement of key objectives and defined service standards and ensure the quality of customer service
• To provide supervision, support, and assistance to Representatives ensuring personal and organizational goals are met
• To resolve and diffuse escalated customer, minimizing customer complaint
• To prepare daily/weekly/monthly operational reports on team and employee performance
• Ensure continuous improvement in operational excellence

ISO Duties

• Participate security related trainings
• Conduct security related activities assigned to this position
• Follow security related requirements when fulfilling the responsibilities of this position
• Report security incidents to the supervisor when detected

In TLScontact we are cultivating a supportive, inclusive working environment where all our employees can thrive and express their talent, whatever their gender, background, race or religion. This is our way to build the most diverse and engaged talent pipeline where each employee’s voice matter and valued. We believe that this approach will lead us to a long-term success as an organization in visa services industry.

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