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We are delighted to announce a vacant positions in the capacity of Operations Supervisor- DAR ES SALAAM- TANZANIA in the Operations Department under the supervision of VISA CENTER MANAGER.
Location: DAR ES SALAAM- TANZANIA
Main Responsibilities:
• 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.
• Tracking Agent’s 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.
• 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 VAC Manager/ Operations 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.
Additional Requirements:
· Excellent command in English. French is a plus.
Management experience as a team leader, senior agent or any related experience
· Excellent communication and interpersonal skills.
· Demonstrable skills in independent problem-solving.
· Self-motivated, patient, and professional.
· Strong sense of responsibility and ability to work well under pressure.