Country Manager

Company Brief:

BLS International Services Ltd., established in 2005, is a global leader in visa, passport, consular, and citizen services, recognized as one of the top 2 firms in its field with over 19 years of experience. It boasts collaborations with over 46 client governments and operates across 64 countries, maintaining over 50,000 centers, supported by 60,000 employees. The company is acclaimed for its data security and service quality, processing over 220 million applications to date. It has received numerous accolades from prestigious publications and holds several quality and security certifications. Uniquely, BLS International is the only publicly traded entity in its sector, listed on BSE, NSE, and MSE, underscoring its industry prominence and commitment to excellence.

For more information on BLS International's comprehensive services and global presence, please visit the official website at www.blsinternational.com

Job Description

The ideal candidate will have an ability to create and maintain an efficient system of operation to support the business needs. The candidate should be comfortable multitasking and working cross-functionally with different business units. The ideal candidate will have previous experience in related fields.

Job Responsibilities:

* Coordinate with regional heads and country managers to improve VAS sales from CC.
* Coordinate with other departments to ensure timely escalation and closure of task and activity.
* Supervise the entire call center operations and be updated with the latest technologies which can support in improving the efficiency of the process.
* Analytics and goal settings for self and subordinates.
* Should drive R & R to keep the team motivated.
* Conduct performance appraisals.
* Do 1-0-1 discussion with all staff members.
* Periodically conduct brain storming session, skip session and focus groups.
* System management.
* Manage effective seat utilization and resource management.
* Conduct development trainings for all levels.
* Support team in identifying opportunities, coaching supervisors and supporting them to achieve their goals and objectives.
* Ensure that all functions and department are contributing effectively in the success of the process.
* Manage capacity planning for the program and ensure shrinkages are managed effectively.
* Drive Company policies and procedures effectively and with discipline.
* Design process SOP and define flow charts.
* Implement improvement projects and drive for completion.
* Conduct performance reviews with team leaders and managers.
* Manage the complaints and escalation process.
* Manager should have exposure and experience in transitioning or Project Management and should have been involved in setup of contact centers in the past.

Qualifications/Skills Required

* Qualification- any graduate with MBA Qualification
* Experience required - 7 to 10 years
* English proficiency required