Sr. Team Leader
BLS International
Total years of experience :15 years, 10 Months
•Overall responsibility of managing all centre’s in the Dubai and Northern Emirates.
•Resolving customer complaints regarding to services provided.
•To ensure compliance to all processes as per defined SOP’s.
•Liaison with support functions (Administration, HR, Finance etc).
•Overall Security Compliance of all centers pertaining to classified documents and data (Physical and Embedded).
•Service and Process Training.
•Manage regional staffs in terms of grooming, customer care, training and performance.
•Building and maintaining relationship with Diplomatic Missions on a regular basis.
•Monitor customer preferences to determine focus of service levels and standards.
•Direct, coordinate and monitor activities involving sales of value added services provided.
•Develop and execute new business initiatives for further revenue generation.
•Heading the help desk and call centre.
•Guiding all application counter and team member on specific guide rules pertaining to visa applications.
•Maintaining 4 centres across India and Nepal
•Preparing and maintaining all day begin and end MIS for inter and intra organisational use.
•Managing and maintaining all L1 audit controls as prescribed by the organization and the Principal.
•Supervising the usage of all protocol software, emailing systems and data bases for any piracy or pilferage.