Customer Service Supervisor - Mailing (Level 5) - Temporary

Summary

The Customer Service Supervisor (Mailing) 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 and implement quality assurance standards and procedures to assess customer service interactions and processes.
  • • Conduct regular audits and evaluations of customer service activities to identify areas for improvement and adherence to standards.
  • • Create and maintain quality monitoring forms, reports, and metrics to track performance and trends.
  • • Provide feedback and coaching to customer service representatives based on quality assessments and training observations.
  • • Design training programmes to enhance customer service skills, product knowledge, and communication techniques.
  • • Enroll team members for available training on the eLearning platform.
  • • Collaborate with the Director of Customer Service to establish training goals and objectives aligned with organizational objectives.
  • • Collaborate with the Director of Customer Service in the creation and updating of procedure/training manuals.
  • • Assists in the development of protocols and standards for handling and resolving customer issues.
  • • Facilitates management review for all non-compliant applications; follow-up with customers or Mission staff where required with a view to resolve and process.
  • • Document best practices and standard operating procedures for review accordingly.
  • • Become a subject matter expert in all business segments of the Agency.
  • • Offers suggestions for process improvement to foster exceptional customer experience.
  • • Collaborate with the Director of Customer Service in the creation and updating of procedure/training manuals.
  • • Implements customer service standards and assist in their testing and revision for improvement of service quality to internal and external clients.
  • • Handles the customer complaints or complex enquiries by recommending corrective services to address customer complaints.
  • • Flag and escalate complaints likely to require legal redress to the Customer Service Director.
  • • Trains and monitors Customer Service staff in the Agency’s quality standards, allocating such tasks and respective resources as appropriate.
  • • Guides staff to assist in the conduct of customer satisfaction, marketing and other surveys and assist in the collation and reporting on findings for decision-making.
  • • Deliver interactive and engaging training sessions for new and existing staff members.
  • • Monitor and evaluate the effectiveness of training programmes through assessments and feedback mechanisms.
  • • Analyze training outcomes and make recommendations for continuous improvement.
  • • Develop training materials, manuals, and resources to support learning initiatives.
  • • Stay updated on industry trends and best practices in customer service training and quality assurance.
  • • Coordinate with internal stakeholders to ensure alignment of training programmes with business needs and customer expectations.
  • • Conduct needs assessments to identify gaps in knowledge and skills among customer service teams.
  • • Implement strategies to address performance issues and enhance service delivery.
  • • Collaborate with team leaders to promote a culture of quality and continuous improvement.
  • • Conduct calibration sessions with supervisors and team leads to ensure consistency in quality evaluations.
  • • Monitor customer feedback and complaints to identify recurring issues and training opportunities.
  • • Develop action plans to address customer service deficiencies and drive improvement initiatives.
  • • Facilitate cross-functional collaboration to address systemic issues impacting customer satisfaction.
  • • Document quality assurance findings, training outcomes, and improvement initiatives for reporting purposes.
  • • Lead quality improvement projects and initiatives to drive organizational excellence in customer service.
  • • Foster a positive and inclusive work environment that values professionalism, integrity, and teamwork.
  • • Serve as a subject matter expert on quality assurance and training best practices within the organization.
  • • Support the implementation of new customer service initiatives and technologies through training and change management.
  • • Conduct regular assessments of customer service policies and procedures for compliance and effectiveness.
  • • Collaborate with external partners and stakeholders to benchmark service quality and training standards.
  • • Develop KPIs and performance metrics related to customer service quality and training effectiveness.
  • • Monitor and analyze data to identify trends and opportunities for improvement.
  • • Prepare and present reports on quality assurance and training outcomes to senior management.
  • • Drive a customer-centric approach across the organization by emphasizing the importance of quality service delivery.
  • • Participate in cross-functional teams and projects to support organizational goals and objectives.
  • • Champion a culture of continuous learning and development among customer service teams.
  • • Conduct regular team meetings and huddles to reinforce training concepts and quality standards.
  • • Provide ongoing support and guidance to customer service representatives to enhance their performance.
  • • Implement recognition programmes to acknowledge high-performing individuals and teams.
  • • Collaborate with HR to address training and development needs, including succession planning and career paths.
  • • Stay abreast of GOJ regulatory requirements and industry standards related to customer service quality.
  • • Conduct trend analysis to predict future training needs and proactively address skill gaps.
  • • Lead train-the-trainer sessions to build internal capacity for delivering training programs.
  • • Develop e-learning modules and virtual training resources to support remote learning initiatives.
  • • Evaluate training delivery methods and tools to enhance effectiveness and engagement.
  • • Measure the ROI of training programmes by tracking key performance indicators and learning outcomes.
  • • Implement a certification programme for customer service representatives to recognize proficiency and expertise.
  • • Collaborate with external training providers and consultants to leverage specialized expertise and resources.
  • • Continuously seek feedback from stakeholders and customers to improve service quality and training effectiveness.

• Management/Administrative:

  • • Prepares and submits performance and other reports relating to the achievement of targets for the PICA as required and ensures timely submission of all documents/information requested.
  • • Maintains quality customer service principles, standards and measurements for the PICA.
  • • Maintain records of all quality assurance audits, coaching, training and other interventions executed.
  • • Develops Individual Work Plan based on strategic alignment with PICA’s Corporate/Operational Plan.
  • • Implement effective methods to encourage change and improvement in performance and quality.
  • • Implement various strategies to communicate quality standards and performance parameters to the team.
  • • Participates in call calibration exercises and internal listening sessions.
  • • Provides regular feedback to the team regarding service excellence trends or compliance issues that may arise.
  • • Keeps abreast of events, current affairs and change efforts involving service standards.
  • • Provides support to the Customer Service Manager by monitoring staffing levels and ensure adequate coverage at the customer touch points.
  • • Ensures adherence to the procedures governing the receipt and reviewing of applications and accompanying documents by customers and customer service staff.
  • • Recommend and implement corrective actions to address frequent error rate and reduction in service quality.
  • • Follows through to ensure that issues related to non-compliant applications are resolved; ensures customer is contacted promptly to provide supporting information or documents where necessary.
  • • Assist the Customer Service Manager to review and sign off on the applications processed.

• Other:

  • • Performs other related duties that may from time to time be assigned.

Required Skills

• Core:

  • • Demonstrates proficiency in designing and implementing quality assurance protocols to enhance service delivery standards.
  • • Demonstrates exceptional leadership skills by empowering and inspiring team members to deliver outstanding customer service.
  • • Displays a high level of adaptability in handling challenging customer interactions and resolving issues effectively.
  • • Shows a commitment to continuous improvement by seeking feedback from customers and implementing innovative solutions.
  • • Exhibits exceptional training facilitation skills, ensuring engagement and knowledge retention among trainees.
  • • Displays expertise in analyzing customer service interactions to identify trends and areas for improvement.
  • • Possesses strong communication skills, capable of delivering feedback effectively and fostering a culture of continuous improvement.
  • • Demonstrates adaptability and flexibility in accommodating changing business requirements and customer needs.
  • • Demonstrates a deep understanding of customer service best practices and industry trends.
  • • Inspires a culture of excellence and accountability within the customer service teams.
  • • Excels in problem-solving, addressing challenges promptly to maintain service quality standards.
  • • Exhibits a high level of attention to detail in monitoring and reporting on quality assurance metrics.
  • • Possesses a strong customer-centric approach, prioritizing customer satisfaction in all activities and decisions.
  • • Demonstrates a commitment to professional development and staying updated on industry best practices in quality assurance and training methodologies.

• Technical:

  • • Proficient in utilizing quality assurance tools and software to track, measure, and improve service performance.
  • • Skilled in creating and delivering engaging training modules using various techniques and delivery methods.
  • • Experienced in conducting root cause analysis to identify underlying issues affecting service quality and customer satisfaction.
  • • Knowledgeable in developing feedback mechanisms and surveys to collect customer insights for process improvement.
  • • Proficient in utilizing data analytics to generate reports and recommendations for enhancing service quality.
  • • Skilled in data analysis to identify trends and patterns in customer feedback for continuous improvement.
  • • Knowledgeable in customer service best practices and industry standards to ensure excellence in service provision.
  • • Experienced in training and development methodologies to enhance the skills of customer service teams.
  • • Proficient in conflict resolution techniques to handle challenging customer interactions effectively.
  • • Skilled in performance management to evaluate team performance and provide constructive feedback.
  • • Knowledgeable in call centre operations and technologies to optimize customer service processes.
  • • Experienced in developing and implementing customer service KPIs to measure performance.
  • • Competent in conducting performance evaluations and assessments to measure training effectiveness.
  • • Familiar with regulatory requirements and industry standards related to customer service and quality assurance.
  • • Experienced in implementing quality improvement initiatives and best practices within a customer service environment.
  • • Proficient in coaching and mentoring staff to ensure consistent service delivery in line with organizational standards.
  • • Skilled in project management, able to plan and execute training and quality assurance initiatives effectively.
  • • Understanding of the Data Protection Act, policies and procedures.

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
PLUS
• • 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

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 NO LATER THAN FRIDAY, May 9, 2025 @ 4:00 P.M. No hand delivered application will be accepted

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