Operations Supervisor

ABOUT US

Founded in 2007, TLScontact works with governments from around the world to provide visa and consular services on their behalf to travelers 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:

The Operations Supervisor is responsible for delivering good client service, overseeing the visa application process, and managing team performance. He handles escalations, enforce SOPs, and ensure regulatory compliance. Key duties include tracking performance, generating reports, training staff, and supporting employee development. The supervisor also addresses grievances, manages supply requisitions, upholds security standards, and maintains a safe work environment. By utilizing leadership and data analysis, they drive operational efficiency and enhance client satisfaction.

RESPONSIBILITIES:

§ Customer Service:

Provide client service excellence to applicant: receive applicants and answer to their enquires

Offer Added Value Services (AVS) services to clients

Ensure that the entire visa application process is completed within the mandated Turn Around Time;

§ Performance Management:

Tracking Agents’ performance and intervening as needed to protect and enhance delivery against key service and delivery metrics.

Recommend or implement measures to motivate agents and to improve quality of their work, or efficiency;

Conduct performance appraisals, on timelines proposed by the company, and give recommendations;

Ensure continuous improvement in operational excellence

§ General Reports:

Generate required reports within the stipulated times Maintain proper documentation for audits, compliance checks, and regulatory reviews.

§ Resolve Agent Escalations:

Resolve arising escalations promptly according to the stipulated Standard Operating Procedures

§ Enforce SOPs:

Enforce all SOPs within the Operations docket ensuring any non-compliance/breach is raised promptly

Constantly review existing SOPs and propose amendments;

§ Operations Data Analysis:

Provide daily, weekly and monthly analytical and statistical insights to help operations team to increase production, productivity and efficiency of the center;

§ Supervisory:

Flag to VAC Management applications that may give rise to concern;

Provide supervision to Operations Agents – prioritizing work, providing guidance, acting as an ‘expert’ in

operations areas, and providing a first point of escalation for applicant complaints and service problems;

Primarily responsible of ensuring staff management activities are referred to the relevant VAC Manager/ Operations Manager or Zone Manager as appropriate (including objective setting and review, and the motivation of staff through effective leadership and appropriate reward);

Act as point of contact to clients and applicants

Complete performance reporting as needed to support tracking of VAC performance against a dashboard of metrics in conjunction with the VAC Manager;

§ Training and Development:

Identify operational gaps in the hierarchical Operations Agent level’s;

Mentor Operations Agent during the first three months of employment ;

Ensure the compliance with onboarding guidelines for Operations Agent

Train and coach Operations Agents on operations best practices;

§ Addressing Grievance Problems:

Resolve applicants servicing ;

Resolve arising escalations promptly according to the stipulated Standard Operating Procedures;

§ Administration:

Requisition for Operation Agents materials, supplies, equipment parts, or repair services; Ensure the VAC does not run out of supplies.

§ Security:

Participate security related trainings ;

Follow security related requirements when fulfilling the responsibilities of this position ;

Report security incidents to the Center Manager when detected ;

§ Other Duties:

Keep customers information confidential

Maintain a clean desk/workstation always ;

Maintain floor order from applicants at all-time;

Support the provision of healthy and safe working environment through good inter personal and team practices ;

Attends daily meeting. Immediately inform management of any problems or issues related to daily work and regularly make suggestions on how to improve efficiency and client service ;

Maintain a professional appearance and friendly demeanour at all times ;

Responsibilities may change as the business grows and so therefore any employee will need to be able to adapt to the changing needs of the business.

Carry out any duties assigned by Country Manager/ Operations Manager / VAC Manager.

QUALIFICATIONS:

Bachelor’s degree in management, Business Administration, or a related field (or equivalent work experience).

2-3 years of experience in operations management, customer service, or supervisory roles, preferably in a visa center, immigration, or consular services environment.

English & french language is required

Applicants must be authorized to work in the U.S. Visa sponsorship is not provided.

If you are passionate about operational excellence and possess the skills necessary to lead a successful team, we encourage you to apply for this exciting opportunity as an Operations Supervisor.

Job Type: Full-time

Pay: $60,424.00 per year

Schedule:

• Day shift
• Monday to Friday

Ability to Relocate:

• Seattle, WA 98101: Relocate before starting work (Required)

Work Location: In person

Salary : $60,424