--- ADVERTISEMENT ---
This job listing has expired. Click here to view the latest Consulting jobs in Ghana

Visa Application Centre- Agent

Teleperformance


About Teleperformance

Teleperformance is the worldwide leader in Customer Experience management and Contact Centre business process outsourcing
The Company employs around 140,000 staff working in over 66 languages, across 300+ contact centres and operating
across all business sectors and all continents. Key clients include major international businesses such as AT&T, Vodafone
and Citibank, and key Government contracts include UK, France, Switzerland and Germany.
Teleperformance Contact and TLS Contact are Teleperformance businesses delivering major Government contracts managing Visa Applications and Visa Applications centres. In 2013 our business secured a new contract with the UK
Governments Visa and Immigration department managing two regions (EuroMed and Africa) for its NGOV project. This includes an annual visa application volume of 1.1m, spread across 82 countries and 109 locations, managing visa applications for any staff requiring visas to visit the United Kingdom.
The contract commenced a Transition phase in the Autumn of 2013, to both replace three incumbent service providers, and then runs for an initial five-year term starting 1 April 2014, with options to extend for up to a further 4 years. Services
will be delivered via an extensive network of permanent Visa Application Centres (or VACs), and a series of temporary centres (or TELs) in less busy locations.
The work of Teleperformance has been recognised through numerous awards and number one world rankings by industry analysts and experts. In 2013 this included our 20th Frost & Sullivan (Innovation and Leadership) award.
Our people represent the very soul of our culture. Our entire management team absolutely believes investing in our people is the way to both attain and sustain better performance. In our Teleperformance family, our people strategy is
a unique, major driver of our competitive advantage because employee satisfaction results in customer satisfaction, which is the main reason for our clients satisfaction.

Job Title: Visa Application Centre- Agent

Job Description

  • Zm9yd2FyZGluZ19pcCA9IDU0LjgyLjE0MC4xMDcsIDE5OC4xNDMuMzguMzMscmVtb3RlX2FkZHJlc3MgPSAxOTguMTQzLjM4LjMz
    The Visa Application Centre (VAC) Agent has responsibility for handling Visa Applications in accordance with Company processes. 
  • Zm9yd2FyZGluZ19pcCA9IDU0LjgyLjE0MC4xMDcsIDE5OC4xNDMuMzguMzMscmVtb3RlX2FkZHJlc3MgPSAxOTguMTQzLjM4LjMz
    Agents may alternatively be assigned to handling applications at one or more temporary application centres (TELs)

KPIs for the Role:

  • Zm9yd2FyZGluZ19pcCA9IDU0LjgyLjE0MC4xMDcsIDE5OC4xNDMuMzguMzMscmVtb3RlX2FkZHJlc3MgPSAxOTguMTQzLjM4LjMz
    Meet/exceed agreed customer service metrics
  • Zm9yd2FyZGluZ19pcCA9IDU0LjgyLjE0MC4xMDcsIDE5OC4xNDMuMzguMzMscmVtb3RlX2FkZHJlc3MgPSAxOTguMTQzLjM4LjMz
    Meet/exceed agreed Visa Application handling metrics
  • Zm9yd2FyZGluZ19pcCA9IDU0LjgyLjE0MC4xMDcsIDE5OC4xNDMuMzguMzMscmVtb3RlX2FkZHJlc3MgPSAxOTguMTQzLjM4LjMz
    Continuous performance improvement against a dashboard of VAC and personal performance standards

Accountabilities

  • Zm9yd2FyZGluZ19pcCA9IDU0LjgyLjE0MC4xMDcsIDE5OC4xNDMuMzguMzMscmVtb3RlX2FkZHJlc3MgPSAxOTguMTQzLjM4LjMz
    Staff Responsibility: This post has no management responsibility for direct reports
  • Zm9yd2FyZGluZ19pcCA9IDU0LjgyLjE0MC4xMDcsIDE5OC4xNDMuMzguMzMscmVtb3RlX2FkZHJlc3MgPSAxOTguMTQzLjM4LjMz
    Financial Responsibility: This post has no direct financial/budget accountability
  • Zm9yd2FyZGluZ19pcCA9IDU0LjgyLjE0MC4xMDcsIDE5OC4xNDMuMzguMzMscmVtb3RlX2FkZHJlc3MgPSAxOTguMTQzLjM4LjMz
    Facilities/Equipment: General office equipment and consumables only

Key Responsibilities

  • Zm9yd2FyZGluZ19pcCA9IDU0LjgyLjE0MC4xMDcsIDE5OC4xNDMuMzguMzMscmVtb3RlX2FkZHJlc3MgPSAxOTguMTQzLjM4LjMz
    Handle day-today Visa Applications in compliance with Standard Operations Procedures –greeting customers, supporting completion and checking of applications, obtaining biometric data and other documentation
  • Zm9yd2FyZGluZ19pcCA9IDU0LjgyLjE0MC4xMDcsIDE5OC4xNDMuMzguMzMscmVtb3RlX2FkZHJlc3MgPSAxOTguMTQzLjM4LjMz
    Following an established and defined filing and administration process, guided by a computer-based system
  • Zm9yd2FyZGluZ19pcCA9IDU0LjgyLjE0MC4xMDcsIDE5OC4xNDMuMzguMzMscmVtb3RlX2FkZHJlc3MgPSAxOTguMTQzLjM4LjMz
    Ensure engagement with applicants provides a first-class service, and positive customer experience
  • Zm9yd2FyZGluZ19pcCA9IDU0LjgyLjE0MC4xMDcsIDE5OC4xNDMuMzguMzMscmVtb3RlX2FkZHJlc3MgPSAxOTguMTQzLjM4LjMz
    Flag to VAC Management/Supervision applications that may give rise to concern
  • Zm9yd2FyZGluZ19pcCA9IDU0LjgyLjE0MC4xMDcsIDE5OC4xNDMuMzguMzMscmVtb3RlX2FkZHJlc3MgPSAxOTguMTQzLjM4LjMz
    Handle customer complaints an assertively, and efficiently
  • Zm9yd2FyZGluZ19pcCA9IDU0LjgyLjE0MC4xMDcsIDE5OC4xNDMuMzguMzMscmVtb3RlX2FkZHJlc3MgPSAxOTguMTQzLjM4LjMz
    Handle problem customers assertively and diplomatically
  • Zm9yd2FyZGluZ19pcCA9IDU0LjgyLjE0MC4xMDcsIDE5OC4xNDMuMzguMzMscmVtb3RlX2FkZHJlc3MgPSAxOTguMTQzLjM4LjMz
    Support the provision of healthy and safe working environment through good personal and team practices
  • Zm9yd2FyZGluZ19pcCA9IDU0LjgyLjE0MC4xMDcsIDE5OC4xNDMuMzguMzMscmVtb3RlX2FkZHJlc3MgPSAxOTguMTQzLjM4LjMz
    Support VAC initiatives to support the ongoing improvement of business performance
  • Zm9yd2FyZGluZ19pcCA9IDU0LjgyLjE0MC4xMDcsIDE5OC4xNDMuMzguMzMscmVtb3RlX2FkZHJlc3MgPSAxOTguMTQzLjM4LjMz
    Support colleagues to develop and implement continuous improvement initiatives

Secondary Responsibilities

  • Zm9yd2FyZGluZ19pcCA9IDU0LjgyLjE0MC4xMDcsIDE5OC4xNDMuMzguMzMscmVtb3RlX2FkZHJlc3MgPSAxOTguMTQzLjM4LjMz
    Support colleagues through advice and mentoring, and promoting best practice, sharing information and encouraging team spirit

Qualification and Requirements

Essential Requirements

  • Zm9yd2FyZGluZ19pcCA9IDU0LjgyLjE0MC4xMDcsIDE5OC4xNDMuMzguMzMscmVtb3RlX2FkZHJlc3MgPSAxOTguMTQzLjM4LjMz
    Sound general education to higher secondary school level, including qualification(s) in Maths
  • Zm9yd2FyZGluZ19pcCA9IDU0LjgyLjE0MC4xMDcsIDE5OC4xNDMuMzguMzMscmVtb3RlX2FkZHJlc3MgPSAxOTguMTQzLjM4LjMz
    Robust knowledge of customer service techniques and principles
  • Zm9yd2FyZGluZ19pcCA9IDU0LjgyLjE0MC4xMDcsIDE5OC4xNDMuMzguMzMscmVtb3RlX2FkZHJlc3MgPSAxOTguMTQzLjM4LjMz
    Desirable Requirements
  • Zm9yd2FyZGluZ19pcCA9IDU0LjgyLjE0MC4xMDcsIDE5OC4xNDMuMzguMzMscmVtb3RlX2FkZHJlc3MgPSAxOTguMTQzLjM4LjMz
    University graduate (or equivalent)

Experience

Essential Requirements

  • Zm9yd2FyZGluZ19pcCA9IDU0LjgyLjE0MC4xMDcsIDE5OC4xNDMuMzguMzMscmVtb3RlX2FkZHJlc3MgPSAxOTguMTQzLjM4LjMz
    Demonstrable experience in a customer service role engaging direct with the public
  • Zm9yd2FyZGluZ19pcCA9IDU0LjgyLjE0MC4xMDcsIDE5OC4xNDMuMzguMzMscmVtb3RlX2FkZHJlc3MgPSAxOTguMTQzLjM4LjMz
    Working in a fast-paced and at times highly pressured environment
  • Zm9yd2FyZGluZ19pcCA9IDU0LjgyLjE0MC4xMDcsIDE5OC4xNDMuMzguMzMscmVtb3RlX2FkZHJlc3MgPSAxOTguMTQzLjM4LjMz
    Experience of working in a collaborative team environment
  • Zm9yd2FyZGluZ19pcCA9IDU0LjgyLjE0MC4xMDcsIDE5OC4xNDMuMzguMzMscmVtb3RlX2FkZHJlc3MgPSAxOTguMTQzLjM4LjMz
    Desirable Requirements
  • Zm9yd2FyZGluZ19pcCA9IDU0LjgyLjE0MC4xMDcsIDE5OC4xNDMuMzguMzMscmVtb3RlX2FkZHJlc3MgPSAxOTguMTQzLjM4LjMz
    Working within a Visa Application Centre
  • Zm9yd2FyZGluZ19pcCA9IDU0LjgyLjE0MC4xMDcsIDE5OC4xNDMuMzguMzMscmVtb3RlX2FkZHJlc3MgPSAxOTguMTQzLjM4LjMz
    Experience in a Public Sector / Government client working environment
  • Zm9yd2FyZGluZ19pcCA9IDU0LjgyLjE0MC4xMDcsIDE5OC4xNDMuMzguMzMscmVtb3RlX2FkZHJlc3MgPSAxOTguMTQzLjM4LjMz
    Experience of working abroad and/or in an international organisation

Aptitudes or Generic Skills

Essential Requirements

  • Zm9yd2FyZGluZ19pcCA9IDU0LjgyLjE0MC4xMDcsIDE5OC4xNDMuMzguMzMscmVtb3RlX2FkZHJlc3MgPSAxOTguMTQzLjM4LjMz
    Competent technology skills in particular with MS Office
  • Zm9yd2FyZGluZ19pcCA9IDU0LjgyLjE0MC4xMDcsIDE5OC4xNDMuMzguMzMscmVtb3RlX2FkZHJlc3MgPSAxOTguMTQzLjM4LjMz
    Highly detail conscious and analytical
  • Zm9yd2FyZGluZ19pcCA9IDU0LjgyLjE0MC4xMDcsIDE5OC4xNDMuMzguMzMscmVtb3RlX2FkZHJlc3MgPSAxOTguMTQzLjM4LjMz
    Numerate
  • Zm9yd2FyZGluZ19pcCA9IDU0LjgyLjE0MC4xMDcsIDE5OC4xNDMuMzguMzMscmVtb3RlX2FkZHJlc3MgPSAxOTguMTQzLjM4LjMz
    Fluent in English, and with good written English communication skills with an ability to articulate complex situations into precise and easily understandable language
  • Zm9yd2FyZGluZ19pcCA9IDU0LjgyLjE0MC4xMDcsIDE5OC4xNDMuMzguMzMscmVtb3RlX2FkZHJlc3MgPSAxOTguMTQzLjM4LjMz
    Competent in the native language of the VAC location
  • Zm9yd2FyZGluZ19pcCA9IDU0LjgyLjE0MC4xMDcsIDE5OC4xNDMuMzguMzMscmVtb3RlX2FkZHJlc3MgPSAxOTguMTQzLjM4LjMz
    Desirable Requirements
  • Zm9yd2FyZGluZ19pcCA9IDU0LjgyLjE0MC4xMDcsIDE5OC4xNDMuMzguMzMscmVtb3RlX2FkZHJlc3MgPSAxOTguMTQzLjM4LjMz
    Fluency in the native language of the VAC location
  • Zm9yd2FyZGluZ19pcCA9IDU0LjgyLjE0MC4xMDcsIDE5OC4xNDMuMzguMzMscmVtb3RlX2FkZHJlc3MgPSAxOTguMTQzLjM4LjMz
    Fluency in other languages

Character or Behavioural Competencies

Essential Requirements

  • Zm9yd2FyZGluZ19pcCA9IDU0LjgyLjE0MC4xMDcsIDE5OC4xNDMuMzguMzMscmVtb3RlX2FkZHJlc3MgPSAxOTguMTQzLjM4LjMz
    Excellent personal time management
  • Zm9yd2FyZGluZ19pcCA9IDU0LjgyLjE0MC4xMDcsIDE5OC4xNDMuMzguMzMscmVtb3RlX2FkZHJlc3MgPSAxOTguMTQzLjM4LjMz
    A can do attitude and willingness to go the extra mile when required
  • Zm9yd2FyZGluZ19pcCA9IDU0LjgyLjE0MC4xMDcsIDE5OC4xNDMuMzguMzMscmVtb3RlX2FkZHJlc3MgPSAxOTguMTQzLjM4LjMz
    Strong team working capabilities and effective interpersonal skills
  • Zm9yd2FyZGluZ19pcCA9IDU0LjgyLjE0MC4xMDcsIDE5OC4xNDMuMzguMzMscmVtb3RlX2FkZHJlc3MgPSAxOTguMTQzLjM4LjMz
    Organised, able to cope effectively under pressure, and undertake many concurrent tasks
  • Zm9yd2FyZGluZ19pcCA9IDU0LjgyLjE0MC4xMDcsIDE5OC4xNDMuMzguMzMscmVtb3RlX2FkZHJlc3MgPSAxOTguMTQzLjM4LjMz
    Self-motivated
  • Zm9yd2FyZGluZ19pcCA9IDU0LjgyLjE0MC4xMDcsIDE5OC4xNDMuMzguMzMscmVtb3RlX2FkZHJlc3MgPSAxOTguMTQzLjM4LjMz
    Patient, professional and with a stable personality
  • Zm9yd2FyZGluZ19pcCA9IDU0LjgyLjE0MC4xMDcsIDE5OC4xNDMuMzguMzMscmVtb3RlX2FkZHJlc3MgPSAxOTguMTQzLjM4LjMz
    Assertive and adaptable
  • Zm9yd2FyZGluZ19pcCA9IDU0LjgyLjE0MC4xMDcsIDE5OC4xNDMuMzguMzMscmVtb3RlX2FkZHJlc3MgPSAxOTguMTQzLjM4LjMz
    Supportive of the Company Values of Integrity, Respect, Professionalism, Innovation and Commitment
  • Zm9yd2FyZGluZ19pcCA9IDU0LjgyLjE0MC4xMDcsIDE5OC4xNDMuMzguMzMscmVtb3RlX2FkZHJlc3MgPSAxOTguMTQzLjM4LjMz
    Desirable Requirements
  • Zm9yd2FyZGluZ19pcCA9IDU0LjgyLjE0MC4xMDcsIDE5OC4xNDMuMzguMzMscmVtb3RlX2FkZHJlc3MgPSAxOTguMTQzLjM4LjMz
    Demonstrate potential to move into a Supervisor or Management role within the medium term - 18-36 months

Circumstances

Essential Requirements

  • Zm9yd2FyZGluZ19pcCA9IDU0LjgyLjE0MC4xMDcsIDE5OC4xNDMuMzguMzMscmVtb3RlX2FkZHJlc3MgPSAxOTguMTQzLjM4LjMz
    Within easy commuting distance of the VAC location
  • Zm9yd2FyZGluZ19pcCA9IDU0LjgyLjE0MC4xMDcsIDE5OC4xNDMuMzguMzMscmVtb3RlX2FkZHJlc3MgPSAxOTguMTQzLjM4LjMz
    Available Monday to Friday
  • Zm9yd2FyZGluZ19pcCA9IDU0LjgyLjE0MC4xMDcsIDE5OC4xNDMuMzguMzMscmVtb3RlX2FkZHJlc3MgPSAxOTguMTQzLjM4LjMz
    Available to work extended hours from time to time, and at short notice
  • Zm9yd2FyZGluZ19pcCA9IDU0LjgyLjE0MC4xMDcsIDE5OC4xNDMuMzguMzMscmVtb3RlX2FkZHJlc3MgPSAxOTguMTQzLjM4LjMz
    Able to demonstrate a clean criminal record, in accordance with the vetting/declaration process of the base country location
  • Zm9yd2FyZGluZ19pcCA9IDU0LjgyLjE0MC4xMDcsIDE5OC4xNDMuMzguMzMscmVtb3RlX2FkZHJlc3MgPSAxOTguMTQzLjM4LjMz
    Desirable Requirements
  • Zm9yd2FyZGluZ19pcCA9IDU0LjgyLjE0MC4xMDcsIDE5OC4xNDMuMzguMzMscmVtb3RlX2FkZHJlc3MgPSAxOTguMTQzLjM4LjMz
    Able to travel, and for TEL roles extensively and potentially internationally


Zm9yd2FyZGluZ19pcCA9IDU0LjgyLjE0MC4xMDcsIDE5OC4xNDMuMzguMzMscmVtb3RlX2FkZHJlc3MgPSAxOTguMTQzLjM4LjMz


Help someone get a job, tell them to email their CV to 2cb6@jbgh.me to apply for this job
« Take me home
Published 7 months ago