Customer Service Supervisor - Contact Centre (Level 5) (Temporary post)

Summary

To support the Customer Service Manager with managing complaints within the Agency as well as performance within the Contact Centre to maintain compliance with quality standards; provide guidance, direction and training to team members with regard to quality and customer focus. 💰Salary: $4,266,270 JMD per annum

Responsibilities

• Administrative Responsibilities:

  • • Assists in determining Contact Centre quality procedures, standards and specifications needed to meet the objectives of the Agency
  • • Assess processes within the contact centre to ensure they comply with local and international standards
  • • Use performance pre-set monitoring tools to determine training needs for direct reports
  • • Implement effective methods to encourage change and improvement in performance and quality
  • • Record, analyse and distribute statistical reports
  • • Communicates quality standards and parameters to the Contact Centre team and other appropriate team members
  • • Reviews customer and stakeholder feedback and assist in the implementation of corrective actions
  • • Participates in call calibration exercises
  • • Participates in internal listening sessions
  • • Provides regular feedback to the team regarding Contact Centre trends or compliance issues that may arise
  • • Ensures internal and external customer interactions are handled in compliance with established procedures and standards
  • • Maintains overall objectivity in supporting consistent and superior customer service

• Technical/Professional:

  • • Forecasts and analyzes data against baseline figures monthly. Prepares monthly variance reports accordingly.
  • • Assists in the development of protocols and standards for handling and resolving client issues. Document best practices and standard operating procedures for review accordingly.
  • • Become a subject matter expert in all business segments
  • • Offers suggestions for process improvement to foster exceptional customer experience
  • • Assists 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;- answering questions and recommending corrective services to address customer complaints; lliaising with Unit Heads, CSA’s and third parties to gather information and resolve issues; flagging and escalating complaints likely to require legal redress to the Customer Service Manager; refers customers to relevant sections at the HQ best suited to address their needs
  • • 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 client satisfaction, marketing and other surveys and assist in the collation and reporting on findings for decision-making.

• Supervisory Management:

  • • Perform administrative duties in respect of staff supervised. This includes review the performance of staff, identifying training needs and planning training sessions.
  • • Maintain a harmonious and productive work team through coaching, motivating and retaining staff and by recommending qualified persons for reward and recognition.
  • • Plan and host coaching and sensitization sessions to remedy identified areas for improvement and new guidelines
  • • Assesses staff training requirements on an on-going basis and ensures provision of structured training programs and on-the-job coaching to develop required skills and knowledge
  • • Prepare performance evaluation reports for direct reports

Required Skills

• Functional / Technical:

  • • Sound knowledge of laws and regulations governing Immigration, Citizenship and Passports in Jamaica
  • • Sound knowledge of relevant computer applications and systems including word processing and spread-sheet applications
  • • Sound knowledge of Customer Service Management Software

• Core:

  • • Excellent attention to detail
  • • Sound customer orientation
  • • Sound interpersonal, presentation, and communication skills
  • • Sound time management and organisational ability
  • • Sound judgment, analytical, planning and problem solving skills
  • • Team builder with ability to manage conflict
  • • Demonstrated ability to handle manage multiple tasks simultaneously
  • • Demonstrated flexibility to work in alternative roles and working hours
  • • Ability to use policies, procedures and laws to make intake decisions
  • • Demonstrated resilience in working with difficult customers
  • • Ability to work on own initiative within the parameters of policies, procedures and regulations
  • • Personal alignment with agency core values of Professionalism, Integrity, Customer focused and Accountability

Qualifications

• • First Degree in Mass Communications/Public Relations/Journalism/Entrepreneurship or equivalent qualifications
• • Specialized in-house training
• • Two (2) years’ experience at the supervisory level in a similar position

Additional Information and Instructions

• Special Conditions Associated with the Job:

  • • 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

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, June 6, 2025 @ 4:00 P.M. No hand delivered application will be accepted

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