Supervisor to German Visa application center

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Описание вакансии

- Builds and maintains strong, trust-based relations with VAC team members. Is approachable, empathetic and reliable leader with positive attitude and client focused business driven approach
- Oversees day-to-day Visa Application to make sure it is in compliance with Standard Operations Procedures,
- Ensure engagement with applicants provides a first-class service, and positive customer experience,
- Flag to Line Management applications that may give rise to concern,
- Provide supervision of one or more VAC Agents – prioritising work, providing guidance, acting as an ‘expert’, in VAC operations and processes, and providing a first point of escalation for customer complaints and service problems related but not limited to day-to-day operations,
- Ensures all invoices are processed in a timely manner by using TP flow
- Ensure staff management activities are referred to the relevant Zone Manager as appropriate (including relevant aspects of recruitment, objective setting and review, training and development, and the motivation of staff through effective leadership and appropriate reward),
- Tracking Agent performance and intervening as needed to protect and enhance delivery against key service and delivery metrics,
- Support colleagues through advice and mentoring, and promoting best practice, sharing information, and encouraging team spirit.
- Handle customer complaints an assertively, and efficiently,
- Handle problem customers assertively and diplomatically,
- Support the provision of healthy and safe working environment through good personal and team practices,
- Support VAC initiatives to support the ongoing improvement of business performance,
- Support colleagues to through advice and mentoring and promoting best practices, sharing information, and encouraging team spirit
- Promoting and increasing Added Value Services Sales in accordance commitments set for the country
- In case of absence, ensures proper handover has been made to second supervisor on site
- Any other VAC related tasks upon management assignment
- - Builds and maintains strong, trust-based relations with VAC team members. Is approachable, empathetic and reliable leader with positive attitude and client focused business driven approach
  - Oversees day-to-day Visa Application to make sure it is in compliance with Standard Operations Procedures,
  - Ensure engagement with applicants provides a first-class service, and positive customer experience,
  - Flag to Line Management applications that may give rise to concern,
  - Provide supervision of one or more VAC Agents – prioritising work, providing guidance, acting as an ‘expert’, in VAC operations and processes, and providing a first point of escalation for customer complaints and service problems related but not limited to day-to-day operations,
  - Ensures all invoices are processed in a timely manner by using TP flow
  - Ensure staff management activities are referred to the relevant Zone Manager as appropriate (including relevant aspects of recruitment, objective setting and review, training and development, and the motivation of staff through effective leadership and appropriate reward),
  - Tracking Agent performance and intervening as needed to protect and enhance delivery against key service and delivery metrics,
  - Support colleagues through advice and mentoring, and promoting best practice, sharing information, and encouraging team spirit.
  - Handle customer complaints an assertively, and efficiently,
  - Handle problem customers assertively and diplomatically,
  - Support the provision of healthy and safe working environment through good personal and team practices,
  - Support VAC initiatives to support the ongoing improvement of business performance,
  - Support colleagues to through advice and mentoring and promoting best practices, sharing information, and encouraging team spirit
  - Promoting and increasing Added Value Services Sales in accordance commitments set for the country
  - In case of absence, ensures proper handover has been made to second supervisor on site
  - Any other VAC related tasks upon management assignment