Operations Supervisor

We are delighted to announce a vacant position in the capacity of Operations Supervisor in the Operations Department under the supervision of VISA CENTER MANAGER.

Location: Brazaville and Pointe Noire 

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.

 ·         Excellent command in French; additional fluency in English, Other.

          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.