Visa Application Centre- Agent


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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

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

KPIs for the Role:

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


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

Key Responsibilities

  • 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
  • Following an established and defined filing and administration process, guided by a computer-based system
  • Ensure engagement with applicants provides a first-class service, and positive customer experience
  • Flag to VAC Management/Supervision applications that may give rise to concern
  • 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 develop and implement continuous improvement initiatives

Secondary Responsibilities

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

Qualification and Requirements

Essential Requirements

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


Essential Requirements

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

Aptitudes or Generic Skills

Essential Requirements

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

Character or Behavioural Competencies

Essential Requirements

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


Essential Requirements

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





Greater Accra Region


Information Technology

Job Type


Minimum Qualification


Preferred Years of Experience

1 - 3 years