Monitoring & Evaluation Manager (Level 7)

Summary

Under the general supervision of the Director, Customer Service, the Monitoring and Evaluation (M&E) Manager is responsible for the coordination and implementation of the Customer Service Monitoring and Evaluation Programme. Primarily, the M&E Manager, will be responsible for monitoring and evaluating the value chain elements of: Service & Operational Planning, Service Awareness, Service Standard, Service Delivery Operations as well as general Customer Service Satisfaction.

Responsibilities

• Key Outputs:

  • • Trends identified and analyzed to improve service processes.
  • • Reports generated to track and evaluate customer service performance.
  • • Dashboards developed for monitoring key performance indicators.
  • • Data visualization tools utilized to present findings effectively.
  • • Customer feedback analyzed to identify areas for improvement.
  • • Root causes of customer service issues identified through data analysis.
  • • Recommendations provided to enhance customer service strategies.
  • • Statistical analysis conducted to identify patterns and outliers.
  • • Insights shared with stakeholders to drive data-driven decision-making.
  • • Training materials developed to enhance data literacy among staff.
  • • Process improvements implemented based on data-driven recommendations.
  • • Performance metrics monitored and reported for continuous improvement initiatives.

• Technical/Professional:

  • • Develops and implements the Customer Service Evaluation Programme
  • • Monitors and evaluates overall progress on achievement of results based on the Customer Service performance standards
  • • Collects data, analyzes and reports on feedback from the Agency’s Mystery Shopper Programme
  • • Develops and executes internal and external customer service surveys to determine customer satisfaction. Analyze and report on findings on a regular basis;
  • • Recommends strategies to the Director, Customer Service for improving efficiency and effectiveness by identifying bottlenecks to minimize or eliminate such bottlenecks
  • • Supports the stakeholder analysis through periodic analysis of the interests and expectations of the customers
  • • Prepares and submits research papers on customer service programmes
  • • Represents the Unit at meetings, seminars, workshops, conferences and other fora;
  • • Perform advanced statistical analysis to identify patterns, correlations, and trends in customer service data.
  • • Collaborate with cross-functional teams to define key performance indicators (KPIs) and develop data-driven strategies to improve customer service operations.
  • • Conduct ad-hoc data analysis to support ongoing customer service initiatives and projects.
  • • Assist in the development of customer service performance reports and presentations for internal stakeholders.
  • • Evaluate the effectiveness of customer service training programmes through data analysis of employee performance.
  • • Conduct root cause analysis of customer complaints and service issues to recommend process improvements.
  • • Support customer service quality assurance activities by analyzing call recordings and customer interaction data.
  • • Collaborate with Quality Assurance and Training Specialist to design and implement customer satisfaction surveys to gather feedback on service quality and customer experience.
  • • Analyze customer journey data to identify pain points and opportunities for service improvement.
  • • Collaborate with marketing teams to analyze customer response data from promotional campaigns.
  • • Develop risk assessment models to identify potential service disruptions and mitigate operational risks.

• Management/Administrative:

  • • Assists in the development of the Customer Service Operational Plans and Budget
  • • Provides advice to the Director, Customer Service and Managers on procedures
  • • Identifies customer service strategies and standards
  • • Participates in meetings, seminars, workshops and conferences as required
  • • Prepares and submits performance and other reports relating to the achievement of targets for the Unit as required and ensures timely submission of all documents/information requested.
  • • Maintains quality customer service principles, standards and measurements for the PICA.
  • • Prepares monthly and quarterly reports for the Customer Service Unit
  • • Develops Individual Work Plan based on strategic alignment with PICA’s Corporate/Operational Plan.

• Human Resource:

  • • Monitors and evaluates the performance of direct reports, prepares performance appraisal and recommend training so as to achieve personal and organizational goals;
  • • Provides leadership and guidance to direct reports through effective planning, delegation, communication, training, mentoring and coaching;
  • • Participates in the recruitment of staff for the Unit;
  • • Ensures the welfare and developmental needs of the staff in the Unit are clearly identified and addressed;
  • • Establishes and maintains a system that fosters a culture of teamwork, employee empowerment and commitment to the Unit ‘s and Division’s goals;
  • • Maintains and monitors attendance reports for all relevant members of staff.

• Other:

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

• Performance Standards:

  • • Develop and maintain reports on customer service performance metrics, with a target accuracy rate of 98%.
  • • Conduct root cause analysis on customer complaints and feedback, with the goal of increasing customer satisfaction rate by 2% annually.
  • • Create visually appealing dashboards for presenting data insights to stakeholder groups.
  • • Identify opportunities to streamline customer service processes through data analysis, with a goal of achieving a 2% increase in process efficiency annually.
  • • Develop predictive models to forecast customer service demand, aiming for a 90% accuracy rate in forecasting.
  • • Ensure data quality and integrity in customer service databases, maintaining a data accuracy rate of 95%.
  • • Continuously seek opportunities for improvement in data analysis processes and methodologies to enhance customer service delivery.

• Authority:

  • • To design and implement data collection systems and other strategies that optimize statistical efficiency and quality.
  • • To analyze data sets and provide recommendations to improve customer service processes and efficiency.
  • • To collaborate with cross-functional teams to interpret data and develop actionable plans.
  • • To identify patterns and trends in data sets for strategic planning purposes.
  • • To present findings and insights to the Director, Customer Service and other key stakeholders.

Required Skills

• Core:

  • • Analytical Skills - Demonstrates advanced ability to analyze complex data sets and derive meaningful insights.
  • • Critical Thinking - Evaluates information objectively and makes sound decisions based on evidence.
  • • Strategic Thinking - Aligns data analysis efforts with overall organizational goals and objectives.
  • • Leadership - Demonstrates exceptional ability in inspiring and guiding a customer service team to achieve strategic goals.
  • • Communication - Effectively articulates and engages stakeholders in implementing best practices for superior customer service.
  • • Customer Focus - Ensures customer satisfaction by consistently exceeding expectations and resolving issues promptly.
  • • Collaboration - Fosters a collaborative environment among various departments to streamline customer service processes.
  • • Problem-Solving - Displays adeptness in identifying challenges and implementing innovative solutions to enhance service delivery.
  • • Change Management - Leads organizational change initiatives seamlessly and facilitates smooth transitions for all stakeholders.
  • • Strategic Thinking - Demonstrates the ability to develop and execute long-term customer service strategies aligning with overall agency objectives.
  • • Performance Management - Manages, motivates, and empowers teams to achieve high performance standards and continuous improvement.
  • • Adaptability - Quickly adapts to evolving customer needs and market trends to maintain a competitive edge.
  • • Ethical Decision-Making - Upholds the highest standards of integrity and ethics in all customer service interactions and decision-making processes.

• Technical:

  • • Data Mining - Proficient in extracting and analyzing large data sets from multiple sources.
  • • Statistical Analysis - Sound knowledge in quantitative and/or qualitative research methods; Skilled in applying statistical techniques to interpret data and make predictions.
  • • Data Visualization - Experienced in creating visual representations of data for easy understanding.
  • • Data Modelling - Capable of developing and implementing data models to optimize decision-making.
  • • Database Management - Knowledgeable in database systems and proficient in managing data.
  • • Business Intelligence Tools - Familiar with tools such as Tableau, Power BI, or similar platforms for data analysis.
  • • Programming Languages - Proficiency in languages such as SQL, Python, or R for data manipulation and analysis.
  • • Quantitative Research Methods - Ability to design and conduct research studies to gather relevant data.
  • • Data Quality Assurance - Implements processes to ensure data integrity and accuracy.
  • • Data Governance - Understands principles of data governance and ensures compliance in data handling practices.
  • • Understanding of the Data Protection Act, policies and procedures.

Qualifications

• • Bachelor’s Degree. in Management Studies, Business Administration /Economics (with emphasis on Research Methodology and/ or Statistics)
• • Specialized Training in Customer Services
• • Three (3) years related work experience
• • Experience in designing tools and strategies for data collection, analysis and production of reports
• • Proven ICT skills
• • Experience in analyzing data using statistical software
• • Experience in conducting research and analyzing information
• • Strong facilitation skills.

Additional Information and Instructions

• Special Conditions Associated with the Job:

  • • The role will require occasional overtime or weekend work to accommodate data analysis needs and project deadlines.
  • • Ability to work in a fast-paced environment with evolving priorities.
  • • Occasional travel for meetings, training, or conferences.
  • • Compliance with agency security protocols and confidentiality measures to safeguard information and maintain data integrity.
  • • Fast-paced and dynamic work environment.
  • • Meeting tight deadlines which will result in high degrees of pressure

For all general job applications, kindly send résumés and application letters to recruitment@pica.gov.jm.

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