Customer Service Operations Supervisor

About the role

TLScontact is seeking a Customer Service Operations Supervisor to lead a team of representatives at its Visa Application Centre in Islamabad. The role combines team leadership with day‑to‑day operational oversight to ensure high‑quality service for visa applicants.

Key responsibilities

• Build, motivate and manage a team of customer service representatives to meet defined service standards and key performance indicators.
• Provide supervision, support and coaching to ensure personal and organisational goals are achieved.
• Handle escalated customer issues, resolve complaints and minimise dissatisfaction.
• Prepare daily, weekly and monthly operational reports on team and employee performance.
• Drive continuous improvement and operational excellence, including ISO‑related duties.
• Participate in security‑related training and activities, report incidents and follow security requirements.

Required profile

• Bachelor’s degree or higher in management; overseas experience is a plus.
• Minimum of one year of relevant work experience and one year of management experience.
• Excellent command of English; additional languages such as French, German, Italian, Dutch or Portuguese are advantageous.
• Strong leadership, integrity, time‑management and customer‑focus.
• Ability to work under pressure, give and receive constructive feedback, and maintain high attention to detail.

Required skills

• Proficiency with Microsoft Office applications.