Operations Center Manager

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 an experienced and proactive Center Manager to lead and optimize the operational efficiency of our center. As the Center Operations Manager, you will be responsible for ensuring the smooth execution of daily activities, driving continuous improvement in processes, and maintaining the highest standards of service quality. You will play a key role in overseeing and developing a motivated team, guaranteeing client satisfaction, and ensuring that all operational functions are performed in compliance with company policies and security standards.

RESPONSIBILITIES:

• Optimize the operational efficiency and productivity of the center.

• Ensure continuous improvement of processes and procedures related to the proper functioning of operational activities.

• Guarantee the quality of service provided to customers.

• Ensure the accurate and up-to-date information (procedures, documents, tariffs, etc.) on external websites and intranet according to the consular client’s instructions.

• Contribute significantly to the motivation and efficiency of the team under their authority, ensuring adequate training for the agents in their service.

• Guarantee the quality of relationships between employees and customers.

• Take all necessary measures to ensure the smooth conduct of any internal or external meetings essential for the proper operation of activities.

• Regularly ensure proper evaluation of the activities of the agents in their service in accordance with internal regulations.

• Participate in security-related training sessions.

• Adhere to security requirements while fulfilling responsibilities associated with this role.

• Report security incidents to the supervisor as soon as they are detected.

• Guarantee the confidentiality of client information and fully comply with the anticorruption policy.

• Systematically report any anomalies that may adversely affect the operation's smooth functioning to the supervision.

• Perform any other tasks assigned by the Country Manager.

Requirements

Qualifications

Bachelor’s degree or above.

Experience

Minimum of five years of experience in a multinational company with a customer-experience focus.

At least three years of team management experience.

Minimum of three years of experience in operations process management.

Skills and Abilities

Fluency in English, Dutch is a plus

Proficiency in Microsoft Office.

Detail-oriented, proactive, and able to work independently.

Strong communication and organisational skills.

Mature, intelligent, and demonstrating a high level of personal integrity.

Fast learner.

Strong team player with the ability to build relationships across functions.

Strong sense of responsibility and the ability to work effectively under tight deadlines and pressure.

General financial literacy.

Emotional intelligence.

Project management skills are an advantage.

Business development skills are an advantage.

HOW TO APPLY

To apply for this position, please submit your updated resume.

We will review applications on a rolling basis and contact shortlisted candidates for interviews.

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