GTS Consulting Limited
Senior Point of Contact
Between 2000 and 3000 bgn

Senior Point of Contact

Sofia full-time Between 2000 and 3000 bgn

About us

GTS, on behalf of its US based client, is seeking a local representative to support a diplomatic mission in Bulgaria and Lithunia.

This position will provide support services for nonimmigrant and immigrant visa operations. Support services include to public inquiry services, appointment services, fee collection services, and document delivery services


The Senior Point of Contact (SPOC) will serve as the primary source of information, monitoring, and reporting for the countries assigned. The SPOC will ensure that the highest quality of customer service is being provided to our clients in the countries of responsibility. Your countries of responsibility are Bulgaria and Lithuania.

Requirements and necessary skills

• Information Services:

o Assist with updates to the website as needed and directed by the Contract Manager.
o Review applicable call center scripts to ensure that any and all updates are incorporated appropriately.
o Ensure that email templates or canned responses are up to date and accurate.
o Monitor email responses to ensure that all inquiries are answered within the required timeframe.
o Monitor cases and calls addressed by call centers and provide feedback on the accuracy of their responses. Place mystery calls as requested.
o Manage the call centre IVR and associated recordings.
o Conduct onsite audits where feasible to ensure call center operations are being conducted within established guidelines.

• Appointment Services

o Use Salesforce to assist the client in managing appointment scheduling
o Be available for rare after-hours emergencies to assist with appointment rescheduling
o Provide training to client on appointment functionality in Salesforce

• Document Delivery Services

o Coordinate with document delivery vendors to ensure processes are followed as stipulated per the SOP.
o Monitor document delivery incidents and ensure timely reporting on resolution.
o Conduct onsite audits where feasible to ensure document delivery operations are being conducted within established guidelines.

• Fee Collection Services

o Monitor daily banking information to confirm funds are received and transferred to the required account on a daily basis. Report any discrepancies.
o .
o Troubleshoot banking errors in coordination with the Contract Manager and the fee collection team.
o Conduct onsite audits where feasible to ensure fee collection operations are being conducted within established guidelines.

• Greeter Services:

o Monitor staff at the client site.
o Ensure that the required number of greeters are present as required.
o Ensure that greeters are properly dressed as stipulated in the parent contract.
o Serve as a greeter when needed.

• Client Coordination:

o Coordinate, and communicate with the client on an as needed basis . Visit the client weekly.
o Ensure client personnel are adequately equipped/trained to utilize support services in the countries assigned.
o Answer questions effectively and accurately from the client within agreed upon timeframe.
o Escalate cases as needed to the Contract Manager.

• Reporting:

o Communicate daily via email or phone with the Contract Manager.
o Draft and assist in the development of Weekly, Monthly, Service Level Agreement (SLA), Quality, and Risk Reports.
o Monitor SLA metrics and report issues.
o Draft meeting minutes covering phone or in person conference held with service vendors or client personnel.
o Report to the Contract Manager immediately should any evidence of malfeasance or fraud be detected.

3. Supervision Received

o Supervision will be provided by the Contract Manager. However, this position requires significant ability to operate and excel independently.

4. Qualifications and Skills

• Education

o Bachelor or Master’s Degree in any relevant field.

• Professional Experience

o Three to five years of relevant professional experience required.
o Experience in client relations and customer service management.
o Experience in drafting concise written reports.
o Strong IT skills to include proficiency in MS Office (Word, Excel, Outlook, and PowerPoint).
o Call center and/or banking experience valued.
o Salesforce experience preferred.

• Language Skills

o Fluency in spoken and written English
o Fluency in spoken and written Bulgarian.

• Interpersonal Skills

o Ability to work independently while being part of a virtual, effective team.
o Ability to manage multiple priorities and complete tasks/projects in accordance with established deadlines.
o Flexibility in work hours and full availability during the work week.
o Excellent communication skills.
o Ability to conduct research to solve problems and execute solutions.
o High level of punctuality, work ethic and discretion.
o Ability to build and maintain effective relationships with the client, team members, and various service vendors.

We offer

This position would suit an Independent contractor.
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