Customer Service Supervisor (Level 5)

Summary

The Customer Service Supervisor (St. James) at the Passport, Immigration & Citizenship Agency’s Customer Service Unit is responsible for ensuring the highest standards of service delivery and quality through continuous evaluations, analysis and implementing training interventions to enable and sustain compliance with quality and established service standards throughout the Unit. The incumbent plans a critical role in supporting the development and maintenance of a customer-centric culture within the organization. 💰Salary: $4,266,270 JMD per annum

Responsibilities

• Technical/Professional:

  • • Develop, implement, and review quality assurance standards, procedures, and training programs to assess and enhance customer service interactions and processes.
  • • Conduct regular audits and evaluations of customer services activities to ensure consistency and adherence to quality standards.
  • • Create, maintain, and analyze quality monitoring forms, reports, metrics, and training outcomes to identify trends and areas for improvement.
  • • Document best practices, standard operating procedures, and protocols for handling customer issues and service delivery.
  • • Provide coaching, feedback, and ongoing support to customer service representatives to promote adherence to quality standards and continuous improvement.
  • • Design, deliver, and evaluate engaging training programs (including e-learning modules and virtual resources) for new and existing staff, ensuring alignment with organizational goals.
  • • Collaborate with the Director of Customer Service and other stakeholders to establish training goals, update manuals, and develop KPIs and performance metrics.
  • • Facilitate cross-functional collaboration to address systemic issues, promote a customer-centric culture, and support organizational excellence.
  • • Monitor customer feedback, complaints, and survey results to identify recurring issues, training needs, and opportunities for process improvement.
  • • Lead quality improvement projects, initiatives, and change management efforts to enhance service quality.
  • • Stay updated on industry trends, best practices, and regulatory requirements impacting customer service quality.
  • • Support the implementation of new service initiatives, technologies, and certification programs.
  • • Conduct needs assessments, gap analyses, and trend analyses to proactively address skills gaps and future training needs.
  • • Measure training effectiveness and ROI, making recommendations for continuous enhancement.
  • • Collaborate with external partners and trainers to leverage specialized expertise.
  • • Champion a culture of continuous learning and development, including train-the-trainer sessions and recognition programs.
  • • Prepare and present reports on quality assurance, training outcomes, and improvement initiatives to senior management.

• Management/Administrative:

  • • Prepare, submit, and maintain reports related to performance targets, quality audits, and staff interventions.
  • • Maintain records of audits, coaching sessions, training activities, and corrective actions.
  • • Develops Individual Work Plan based on strategic alignment with PICA’s Corporate/Operational Plan.
  • • Communicate quality standards and performance expectations effectively to staff.
  • • Support staffing and resource planning to ensure adequate coverage at customer touchpoints.
  • • Oversee adherence to procedures for application processing, review, and documentation.
  • • Recommend and implement corrective actions to reduce errors and improve service quality.
  • • Follow up on non-compliant applications to ensure resolution and customer contact.
  • • Assist in reviewing and approving processed applications as needed.

Required Skills

• Core:

  • • Strong leadership and team empowerment skills.
  • • Ability to design and implement quality assurance protocols.
  • • High adaptability and problem-solving abilities.
  • • Excellent communication skills for delivering feedback and fostering continuous improvement.
  • • Proficiency in analyzing customer interactions to identify improvement areas.
  • • Deep understanding of customer service best practices and industry trends.
  • • Customer-centric mindset with a focus on satisfaction.
  • • Attention to detail in monitoring quality metrics.
  • • Commitment to professional development and staying current with industry standards.
  • • Ability to inspire a culture of excellence and accountability.

• Technical:

  • • Skilled in using quality assurance tools and data analytics for performance measurement.
  • • Experienced in creating and delivering engaging training modules and methodologies.
  • • Proficient in root cause analysis, feedback mechanisms, and surveys to improve service.
  • • Knowledgeable of customer service standards, KPIs, and industry regulations.
  • • Capable of conducting performance evaluations and implementing quality improvement initiatives.
  • • Expertise in conflict resolution, performance management, and coaching.
  • • Familiar with call center operations, technologies, and project management.
  • • Understanding of data protection policies and regulatory requirements.

Qualifications

• • Bachelor’s Degree in Management Studies, Auditing or related field.
• • Certification in Six-sigma yellow belt or higher
• • Train the Trainer or equivalent certification
• • A minimum of 5 years of experience in a quality assurance environment, working with quality assurance and improvement principles and practices.

Additional Information and Instructions

• Special Conditions Associated with the Job:

  • • The position will require frequent travel for training sessions or meetings.
  • • Work may involve extended hours during peak periods or special projects.
  • • The environment may be fast-paced and dynamic, requiring adaptability and flexibility in handling various tasks and responsibilities.
  • • Prolonged periods of sitting at a desk and working on a computer.
  • • Must be able to lift up to 15 pounds at times.
  • • Occasional long hours to complete assignments.
  • • Consistent exposure to glare of computer screens.
  • • Normal office environment.
  • • Occasionally required to support access to information and service to undereducated customers.
  • • Occasionally required to perform customer recovery with irate customers.
  • • Occasional long hours to complete assignments, beyond normal working hours.
  • • Occasionally required to work on weekends

For all general job applications, kindly send résumés and application letters to 📧 recruitment@pica.gov.jm. If you believe you possess the above qualities and a strong desire to help the Agency fulfill its mandate, you are invited to submit your applications accompanied by detailed resume to: Director, Human Resources (Assigned) Passport Immigration & Citizenship Agency, 8 Waterloo Road, Kingston 10 ℹ️ Click Apply Now for the direct application link 🔗 Please indicate the name of the post that you are applying for in the subject line THURSDAY, JULY 31, 2025 @ 5:00 P.M. No hand delivered application will be accepted

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