ABOUT US

Founded in 2007, TLScontact works with governments from around the world to provide visa and consular services on their behalf to travellers and citizens. Present in 90 countries, TLScontact operates 150 visa application centres and handles over 4 million visa applications every year. TLScontact is part of the Teleperformance Group, the global leader in customer experience management.

Role definition:

Responsible for plan, direct and coordinate all Center’s operations in line with the Country Operations Manager. Center Manager will also be required to identify routes to continuously improve the quality of services from their VAC, as well as support more strategic performance improvement.

Work Duties and Responsibilities:

• Developing, coordinating and implementing first-class application processing services
• The achievement of all client led Service Level Agreements - Directly leading, developing, motivating, coaching, managing and organizing teams of Operations Supervisor and Operations Agents
• The provision of statistical and analytical insights to help shape and drive the operations to succeed in meeting the client’s SLA
• Maximizing productive efficiency within the company and improving on our current delivery and reporting processes
• Ensuring the quality of customer service
• Ensuring appropriate communication channels exist between the staff and customers
• Keeping customers information confidential
• Report to high management
• Any other tasks that may be instructed by manager.
• Responsibilities may change as the business grows and so therefore any candidate will need to be able to adapt to the changing needs of the business

ISO duties :

• Participate security related trainings
• Attend ISMS Management Review Meetings
• Participate and provide necessary support for the security internal audit

• Plan, direct and coordinate all Center’s operations in line with the Country Operations Manager.
• Develop, coordinate and implement first-class application processing services.
• Achieve client led Service Level Agreements.
• Lead, develop, motivate, coach, manage and organize teams of Operations Supervisor and Operations Agents.
• Provide statistical and analytical insights to help shape and drive operations to succeed in meeting the client’s SLA.
• Maximize productive efficiency and improve delivery and reporting processes.
• Ensure the quality of customer service and appropriate communication channels between staff and customers.
• Keep customers information confidential and report to high management.
• Participate in security related trainings, attend ISMS Management Review Meetings, and support the security internal audit.

• Team leadership and staff development
• Coaching and motivation
• Statistical and analytical insights
• Operations management
• Service level agreement management
• Customer service quality management
• Communication
• Process improvement
• Confidentiality
• Adaptability