Job Opportunity:

We are seeking a highly motivated Single Point of Contact (SPOC) to serve as the primary source of information, monitoring, and reporting for assigned posts. The SPOC ensures the highest quality of customer service is provided to our client’s stakeholders within the designated country or region.

Key Responsibilities

Fee Collection Services
Monitor daily sweep reports from vendors and report discrepancies.
Reconcile receipts vs. amounts swept; escalate as needed.
Conduct onsite audits where feasible; maintain audit reports.

Client Coordination
Coordinate and communicate with  Embassy/Consulate personnel (with Task Order Manager approval).
Provide training and ensure staff are equipped to use GSS services.
Answer client inquiries clearly, accurately, and in a timely manner.

Document Delivery Services
Manage and monitor document delivery vendors.
Report and track incidents; ensure timely resolution.
Conduct audits and maintain compliance reports.

Greeter Services (where applicable)
Supervise greeter teams, including scheduling, performance, and appearance.
Serve as greeter when needed; perform unannounced visits and fraud prevention training.

Information Services
Support website updates, call center scripts, email templates, and canned responses. Monitor case volume and response times at call centers.
Conduct audits of language, customer service skills, and adherence to scripts.

Appointment Services
Coordinate with  Embassy/Consulate on scheduling/rescheduling.
Provide training on appointment systems in Atlas.
Reporting Communicate daily with the Task Order Manager.
Draft weekly, monthly, SLA, and risk reports.
Report SLA issues, escalate fraud/malfeasance, and document all meetings with stakeholders.
Supervision Reports directly to the Task Order Manager.
Requires strong ability to work independently and manage responsibilities with minimal oversight.

Qualifications & Skills
Education Bachelor’s degree (advanced degree and/or PMP preferred).
Background in engineering, finance, or administration beneficial. Basic financial accounting knowledge is a plus.

Professional Experience
5+ years progressive program management experience.
2+ years leading diverse teams with a focus on customer service and client/vendor management.
Experience in call centers, client relations, and service management valued.
Strong IT skills (MS Office Suite).
Fluency in spoken and written English and German.
Ability to work independently while collaborating with a virtual team.
Strong organizational, problem-solving, and research skills.
Excellent oral and written communication.
Ability to build and maintain strong client and vendor relationships. Flexibility in working hours, with occasional weekend availability. Discretion, punctuality, and professionalism required. 

Work Model: Remote with occassional on-site presence required