Lead, train and supervise the team handling e-visa applications. Ensure smooth process flow, high quality responses, accurate documentation, and good agent performance.
Key Responsibilities
- Mentor & coach team members on e-visa processes, requirements, documentation, and SOPs
- Monitor and ensure timely follow ups with B2B / B2C agents for pending applications
- Oversee real time updates in internal tracking systems (submission status, reference numbers etc.)
- Ensure accuracy & consistency in communications and documentation with agents & front office staff
- Handle escalations, quality checks, error detection, and corrective feedback