Supervisor, Call Centre Services (Level 6)

Summary

To ensure the efficient operation of the Call Centre by organizing and directing the day-to-day activities of the Centre, along with providing training and guidance to Call Centre Service Officers. 💰$3,501,526 - $4,709,163 JMD per annum.

Responsibilities

• Management/Administrative:

  • • Ensues that the Call Centre Service Officers meet the required performance standards
  • • Communicates relevant information to the team in a timely manner
  • • Conducts performance appraisal and makes relevant recommendations for improvement
  • • Assist in the development of work plans for the Unit
  • • Assist in the preparation of reports on the performance of the Call Centre

• Technical/Professional:

  • • Provides coaching and on-going feedback to ensure highest levels of sales conversions and customer service excellence
  • • Analyses call center environment to ensure alignment with goals and objectives
  • • Monitors the team’s actions to ensure policy compliance
  • • Maintains strategy to ensure customer satisfaction on all customer interactions
  • • Ensures adherence to process methodologies to maximize performance and productivity
  • • Provides team motivation and development to maximize performance
  • • Handles escalated calls as necessary in order to ensure quality customer service
  • • Ensures that the Call Centre environment and its equipment are in a state of readiness
  • • Monitors and measures service delivery to ensure compliance with established standards
  • • Assess performances with metrics to include calls left waiting, calls missed etc.
  • • Create a standard script for employees to refer if needed
  • • Evaluates the quality of customer service calls from customers and provides feedback to Call Centre Officers on strengths and areas for improvement

• Other:

  • • Maintains confidentiality, discipline, and work ethic
  • • Performs other related duties assigned from time to time by the Manager or Senior Director.

Required Skills

• • Excellent interpersonal skills
• • Good leadership, coaching, dispute resolution and mediation skills
• • Excellent verbal and written communication skills
• • Good critical thinking and creative skills
• • Ability to work under pressure, meet deadlines
• • A positive and professional attitude
• • Sound Work Ethics
• • Ability to use computer software
• • Effective problem analysis and problem solving skills
• • Excellent knowledge of the products and services of the Agency
• • Resilience

Qualifications

• • Undergraduate degree in Business Administration/Management Studies/ Communication or related field from a recognized tertiary institution.
• • Certificate in Supervisory Management
• • At least three (3) years’ experience in a Call Centre or similar post

Additional Information and Instructions

A letter of Application accompanied by a Résumé should be submitted no later than Monday, May 26, 2025 to: The Director, Human Resource Management & Development National Land Agency 8 Ardenne Road Kingston 10 ℹ️ Subject: Public Relations Officer (Level 6) 📧 Email: jobapplications@nla.gov.jm 🔑 Please include the job title in the subject line of your email. ⚠️ Note: We appreciate all responses but only shortlisted applicants will be contacted.

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