Job Description:
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.
ABOUT THE ROLE:
We are seeking a dynamic and experienced Country Manager to lead and drive success in our customer service teams across multiple sites. In this role, you will be directly responsible for managing a team of Center Managers, Supervisors, boosting sales, and ensuring the achievement of key performance targets, including Added Value Services (AVS). You will own the Profit and Loss (PnL) responsibility and play a key role in cost-saving initiatives while maintaining high standards of service delivery and client satisfaction.
RESPONSIBILITIES:
- Directly leading, developing, motivating, coaching, managing, and organizing teams of Supervisor and Customer Service Advisors.
- Boost the sales.
- Ensure delivery of Added Value Services options and achievement of the AVS targets for the VAC.
- Own the PnL and cost saving.
- Prepare Ops Financial report and communicate with Accountants.
- Bank Payments preparation.
- Maximizing productive efficiency within the company and improving on our current delivery and reporting processes.
- The achievement of all clients led Service Level Agreements.
- Ensuring appropriate communication channels exist between the staff and customers.
- Keeping customers information confidential.
- Report to high management.
- Ensure that the Teams are mentored & work towards adherence of all SOP’s/ processes, required to be complied with, from an Organizational & ISO perspective.
- Ensure compliance with TLScontact Global defined principles, policies & procedures as applicable to the role.
- Maintain high standards of ethics, integrity, and compliance with corporate procedures.
- Ensure no penalties are incurred and monitor, track and maintain internal errors.
- Provide assistance to staff when needed and handle applicant/clients’ escalations.
- Liaise with various support functions to handle team related queries.
- Manage VAC productivity and VAC security (Physical & data).
- Maintain adherence to the Service Level Agreements ’s for all processes and ensure adherence to Standard Operating Procedures, manuals etc. without any deviation.
- Maintain & improve level of clients & mission satisfaction by enhancing procedures and continuously innovating methods to increase productivity and cost effectiveness.
- Attend ISMS Management Review Meetings
- Participate and provide necessary support for the security internal audit.
- Implement and maintain security related procedures.
- Make sure the security related activities are assigned to designated employees.
- Make sure the security related requirements are well communicated and followed.
- Report security incidents to security team and track the issues to closure.
- 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.
- Perform other related tasks as may be assigned by management.
health & safety duties
- Work in a safe and responsible manner.
- Follow all H&S instructions and training.
- Report hazards, incidents, injuries, and unsafe conditions promptly.
- Participate in emergency preparedness activities.
- Cooperate with investigations and corrective actions.
- Contribute to a safe, healthy, and respectful workplace.
Multisite and Travel Requirement:
This is a multisite role that may require travel to other cities, Countries as business needs arise. Flexibility to travel is required for the role.
QUALIFICATIONS:
Bachelor’s degree in management or related subject.
More than 3 years’ experience in management; sales background is a Plus.
Ability to travel as needed to various locations.
Security Clearance is Required
Applicants must be authorized to work in the U.S. Visa sponsorship is not provided.
PREFERED QUALIFICATIONS
Excellent command in English
Excellent communication and interpersonal skills
Able to establish and maintain effective relationships with team members and customers.
Demonstrable skill in independent problem-solving
Self-motivated, patient, and professional
Strong sense of responsibility and ability to work well under pressure.
Experience of managing in a collaborative team environment, delegating workloads and authorities
Knowledge of customer service techniques and principles
WHY JOIN US?
Tls Contact is an Equal Opportunity Employer - By Choice. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status or any other legally protected status.
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