Single Point of Contact

VFS Global is currently recruiting for the Global Support Strategy (GSS) program from the U.S. Department of State. The GSS contract will provide support services for nonimmigrant and immigrant visa operations at United States Consulates and Embassies, including but not limited to public inquiry services, appointment services, fee collection services, document delivery services and data collection services.

As Single Point of Contact (SPOC), you will serve as the primary source of information, monitoring, and reporting for the country(s) assigned. The SPOC will ensure that the highest quality of customer service is being provided to our clients in the country or region of responsibility. Your country/countries of direct responsibility are Belgium, France and the Netherlands. There will be some travel to Belgium and the Netherlands besides regular visits to the U.S. Embassy in Paris.

**Principal Duties and Responsibilities**
- Information Services:_
- Monitor case volume at the Call Center and Task Order Management escalation levels to ensure that all inquiries are answered within the predetermined timeframe.
- Monitor cases and calls addressed by Call Centers and provide feedback on the accuracy of their responses. Place mystery calls as requested.
- Appointment Services_
- Provide training to US Embassy or Consulate Staff on appointment functionality
- Document Delivery Services_
- Coordination with document delivery vendors to ensure processes are followed as stipulated per the SOP
- Monitor document delivery incidents and ensure timely reporting on resolution.
- Conduct onsite audits where feasible to ensure document delivery operations are being conducted within established guidelines.
- Fee Collection Services_
- Monitor daily sweep report confirmations from fee collection vendor(s) and report any discrepancies.
- Daily reconciliation of amounts swept versus receipts created.
- Conduct onsite audits where feasible to ensure fee collection operations are being conducted within established guidelines.
- Ensure audit reports of these visits are maintained in Atlas via Management Reporting.
- Greeter Services (Where Applicable):_
- Monitor greeter services.
- Ensure that the appropriate number of greeters are present as required.
- Ensure that greeters are properly dressed as stipulated in the parent contract.
- Serve as a greeter to meet applicants for appointments when needed.
- Client Coordination:_
- Coordination, visitation and communication with the U.S. Embassy or Consulate
- Ensure that U.S. Embassy or Consulate personnel are adequately equipped/trained to utilize GSS services in the country or area assigned.
- Answer questions effectively and accurately from the client within agreed upon timeframe.
- Reporting:_
- Draft and assist in the development of Weekly, Monthly, SLA, Quality, and Risk Reports.
- Monitor Service Level Agreements or SLA metrics and report issues.
- Report to the Task Order Manager immediately should any evidence of malfeasance or fraud be detected

**Qualifications and Skills**
- Education_
- Bachelor or Master’s Degree in any relevant field.
- Professional Experience_
- Five to eight years of relevant professional experience required.
- Experience in client relations and customer service management.
- Call center experience valued.
- Experience in drafting concise written reports.
- Strong IT skills to include proficiency in MS Office (Word, Excel, Outlook, and PowerPoint).**:

- **_Language Skills_
- Fluency in spoken and written **English.**:

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

Status: Cadre

**Salary**: 48,000.00€ - 52,000.00€ per year

Ability to commute/relocate:

- Paris (75): Reliably commute or planning to relocate before starting work (required)

Work Location: In person